Sr Manager, Content & Knowledge Enablement

This role can be done from home

Building the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States from one of our office locations or remotely from home. It’s about impact, not location.

#LI-Remote

The Senior Manager, Content and Knowledge Enablement will lead the growth and evolution of our Knowledge Centered Service (KCS) team and programs, driving an operational service model fueled by dynamic and robust content. This leader will ensure that the knowledge base, which serves as a critical resource for our agents, is continuously updated and refined based on real-world problem-solving, user demand, and operational insights.

In fostering a collectively maintained knowledge base, we will create a culture of learning, collaboration, and continuous improvement, benefiting all touchpoints across our service system. This role will also play a pivotal part in supporting our AI initiatives, ensuring that our content and knowledge management efforts align with and advance our broader service vision. By leveraging AI, we aim to enhance the precision, accessibility, and responsiveness of our service, positioning us at the forefront of customer experience innovation.

The successful adoption of KCS will be guided by clearly defined, measurable goals, including enhanced service efficiency, reduced time to resolution, and increased customer satisfaction. Additionally, this role requires a proactive approach to coaching and mentoring, providing ongoing support to reinforce KCS practices and helping team members navigate challenges effectively as we build towards our future service vision.

Programs of Focus 

Contact Center Knowledge Centered Service Program:

• Oversee the creation and delivery of materials that support Sonos Partner agents, ensuring a smooth and comprehensive introduction to the company’s knowledge resources, product services and troubleshooting.

• Embed Knowledge Centered Service into the workflow for agents and Sonos employees 

Content and Knowledge Enablement platform Management: 

• Develop and implement content enablement strategies to ensure that knowledge is easily accessible and actionable for all employees and customers using support content.

• Train and support employees in using knowledge management tools and methodologies effectively.

• Support AI initiatives with content stored in these platforms (database management)

What You'll Do

Key Responsibilities:

• Content Strategy and Development:

  • Deliver high quality, transformational content experiences in an efficient and well managed way to scale in alignment with organizational goals. 

  • Oversee the creation, curation, and maintenance of high-quality, relevant content across various platforms and channels.

  • Collaborate with cross-functional teams to ensure content meets the needs of diverse audiences.

• Knowledge Management:

  • Design and execute knowledge management frameworks and practices to capture, store, and share organizational knowledge effectively.

  • Implement tools and technologies that facilitate knowledge sharing and collaboration.

  • Continuously assess and improve knowledge management processes to enhance efficiency and accessibility through the Knowledge Centered Service approach.

• Technology & Tools:

  • Evaluate, select, and implement knowledge management tools and platforms to support the organization’s needs.

  • Stay current with industry trends and emerging technologies in knowledge management and content support, recommending and implementing enhancements as appropriate.

• Stakeholder Collaboration:

  • Work closely with senior leadership, subject matter experts, and other stakeholders to identify content and knowledge needs.

  • Develop strong relationships with key internal and external partners to leverage expertise and resources.

  • Act as a liaison between different departments to ensure seamless knowledge flow and content alignment.

• Performance Measurement and Reporting:

  • Establish metrics and KPIs to measure the effectiveness of content and knowledge enablement initiatives.

  • Provide regular reports and insights to senior management on content performance and knowledge utilization.

  • Use data-driven insights to make informed decisions and optimize strategies.

• Team Leadership:

  • Lead and mentor a team of content and knowledge management professionals.

  • Foster a culture of continuous learning, innovation, and excellence within the team.

  • Set clear goals, provide regular feedback, and conduct performance evaluations.

What You'll Need

Qualifications:

• Education:

  • Bachelor’s degree in Knowledge Management, Information Management, Business Administration, Communications, or a related field. A master’s degree is a plus.

• Experience:

  • 7-10 years of experience in knowledge management, content management, or a related field, with at least 3-5 years in a leadership role.

  • Proven experience in managing knowledge bases, content support teams, and implementing knowledge management strategies.

  • Experience with guiding thoughtful and effective change management providing direction and leadership through times of change and challenge 

• Skills:

  • Strong leadership and people management skills, with the ability to inspire and motivate a team.

  • Excellent written and verbal communication skills, with a keen eye for detail and content accuracy.

  • Proficient in knowledge management tools and platforms, content management systems, and collaboration tools.

  • Strong analytical and problem-solving skills, with the ability to use data to drive decisions.

  • Ability to work collaboratively across departments and build strong relationships with stakeholders.

• Additional Requirements:

  • Experience with AI-driven knowledge management tools and content automation is a plus.

  • Experience with support or help site content and use strategy 

  • Certification in Knowledge Management or Content Strategy is desirable.

• Preferred Skills:

  • Strategic thinker with a proactive approach to problem-solving.

  • Highly organized, detail-oriented, and able to work independently.

  • Collaborative team player with strong interpersonal skills.

  • Passionate about content and knowledge enablement and its impact on organizational success

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any US employer, both now and in the future.

At Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between:

$140,000 and $155,100

Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.