Sr. Knowledge Manager, AWS Elemental Customer Success
Job summaryAWS Elemental combines deep video expertise with the power of the AWS cloud enabling broadcast and multiscreen video to be originated and monetized at a global scale delivering highly differentiated viewing experiences and content that captivates viewers.
We are seeking a Sr.
Knowledge Manager to lead our overall content and collaboration strategy, scaling the future of AWS Elemental's knowledge programs, to include traditional internal training programs.
The Sr.
Knowledge Manager will enable both our internal support teams and customers and ensure they have the knowledge and content needed to understand and resolve common issues efficiently.
The right candidate will have demonstrated success in growth-oriented leadership roles in the technology sector, leading and influencing cross-functional global teams in dynamic organizations, and thriving in a fast-paced, high-pressure, entrepreneurial environment.
In this role, you'll work closely with a global team of product, development, support, and knowledge program partners to ensure both our customers and internal support teams have the information, resources, and tools they need to work more efficiently.
You have experience in knowledge management, technical writing, communities management, and curriculum development, bringing learnings and best practices to hit the ground running.
You have high ownership and insist on a high bar in your own work and others.
You are an exceptional communicator who can effectively manage meetings, drive discussions to conclusion, and engage and communicate with stakeholders at various levels.
You possess strong analytical and problem solving skills and an ability to translate ambiguity and incomplete information into insights and bias for action.
You have a customer-obsessed and collaborative approach, a strong desire to learn and be curious, and a willingness to roll up your sleeves.
You are a strong operator who can orchestrate complex and cross-functional motions with a healthy balance of backbone and ability to earn trust.
Key job responsibilities Develop and implement the knowledge management strategy and program optimizing external and internal KB, internal wiki, training, and communities platforms and communicating quantitative results.
Work closely with our technical subject matter experts to capture, catalog, and manage knowledge in order to enable the team to effectively package and present that knowledge promoting self help content and learning.
Define and drive mechanisms that help ensure our internal and external customers can find the knowledge and resources they need quickly and easily, so that they can get back to their customers with the right information.
Define, develop, and maintain principles, standards, and repeatable processes to guide and govern the creation, maintenance, management, and delivery of support content.
Partner with cross-functional leaders to define requirements and deliver on planned outcomes.
Manage a roadmap of tool improvements, partnering with technology teams, tracking system feature requests, bugs, and queries submitted on behalf of the team.
Define analytical approaches to uncover new insights and formulate recommendations; monitor and report on program performance; drive action planning based on insights.
Align content strategy with the business direction and initiatives, ensuring that the portfolio of content assets supports priorities.
Coordinate with managers of knowledge content publishers/coaches to ensure the knowledge management goals are met on a weekly/monthly and quarterly basis.
Work across AWS and AWS Elemental teams to develop top content priorities and ensure the right content is produced to support those priorities.
Maintain writing guidelines and knowledge architecture based on best practices, conduct training and feedback loops to ensure adoption and consistency.
A day in the life Work with various teams to analyze issues and problems systematically, generating meaningful reports from data, identify and evaluate solutions and translate into decision and actions.
Manage the needs and requirements for internal and external knowledge users, showing commitment to enabling customer success through Self Help Lead weekly/monthly coaches call to develop a team of authors across the organization to reach organizational goals, leveraging usage reports to identify knowledge holes and solutions in need of attention.
Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.
Create, align, and manage the internal and external Knowledge roadmap.
Ensure ease of use for our employees and customers to quickly find answers to questions in a self service environment.
Manage and communicate quantitative and qualitative results of the KM strategy.
Partner with AWS Knowledge, re:
Post communities, and AWS Support Engineering Curriculum Developers to align AWS Elemental Knowledge programs and strategies.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
We are seeking a Sr.
Knowledge Manager to lead our overall content and collaboration strategy, scaling the future of AWS Elemental's knowledge programs, to include traditional internal training programs.
The Sr.
Knowledge Manager will enable both our internal support teams and customers and ensure they have the knowledge and content needed to understand and resolve common issues efficiently.
The right candidate will have demonstrated success in growth-oriented leadership roles in the technology sector, leading and influencing cross-functional global teams in dynamic organizations, and thriving in a fast-paced, high-pressure, entrepreneurial environment.
In this role, you'll work closely with a global team of product, development, support, and knowledge program partners to ensure both our customers and internal support teams have the information, resources, and tools they need to work more efficiently.
You have experience in knowledge management, technical writing, communities management, and curriculum development, bringing learnings and best practices to hit the ground running.
You have high ownership and insist on a high bar in your own work and others.
You are an exceptional communicator who can effectively manage meetings, drive discussions to conclusion, and engage and communicate with stakeholders at various levels.
You possess strong analytical and problem solving skills and an ability to translate ambiguity and incomplete information into insights and bias for action.
You have a customer-obsessed and collaborative approach, a strong desire to learn and be curious, and a willingness to roll up your sleeves.
You are a strong operator who can orchestrate complex and cross-functional motions with a healthy balance of backbone and ability to earn trust.
Key job responsibilities Develop and implement the knowledge management strategy and program optimizing external and internal KB, internal wiki, training, and communities platforms and communicating quantitative results.
Work closely with our technical subject matter experts to capture, catalog, and manage knowledge in order to enable the team to effectively package and present that knowledge promoting self help content and learning.
Define and drive mechanisms that help ensure our internal and external customers can find the knowledge and resources they need quickly and easily, so that they can get back to their customers with the right information.
Define, develop, and maintain principles, standards, and repeatable processes to guide and govern the creation, maintenance, management, and delivery of support content.
Partner with cross-functional leaders to define requirements and deliver on planned outcomes.
Manage a roadmap of tool improvements, partnering with technology teams, tracking system feature requests, bugs, and queries submitted on behalf of the team.
Define analytical approaches to uncover new insights and formulate recommendations; monitor and report on program performance; drive action planning based on insights.
Align content strategy with the business direction and initiatives, ensuring that the portfolio of content assets supports priorities.
Coordinate with managers of knowledge content publishers/coaches to ensure the knowledge management goals are met on a weekly/monthly and quarterly basis.
Work across AWS and AWS Elemental teams to develop top content priorities and ensure the right content is produced to support those priorities.
Maintain writing guidelines and knowledge architecture based on best practices, conduct training and feedback loops to ensure adoption and consistency.
A day in the life Work with various teams to analyze issues and problems systematically, generating meaningful reports from data, identify and evaluate solutions and translate into decision and actions.
Manage the needs and requirements for internal and external knowledge users, showing commitment to enabling customer success through Self Help Lead weekly/monthly coaches call to develop a team of authors across the organization to reach organizational goals, leveraging usage reports to identify knowledge holes and solutions in need of attention.
Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.
Create, align, and manage the internal and external Knowledge roadmap.
Ensure ease of use for our employees and customers to quickly find answers to questions in a self service environment.
Manage and communicate quantitative and qualitative results of the KM strategy.
Partner with AWS Knowledge, re:
Post communities, and AWS Support Engineering Curriculum Developers to align AWS Elemental Knowledge programs and strategies.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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