Knowledge Management Manager
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Employment with Progress Residential is conditional on a satisfactory background and drug screen.
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The Knowledge Management Manager will have the overall responsibility for success of knowledge management and its outcome by implementing the utilization of Knowledge-Centered Service (KCS) methodology within the national support organization and ensure the KCS methodology is fully utilized and followed. The Knowledge Management Manager will create and drive a knowledge strategy which would lead to the most efficient knowledge processes to guarantee growth and success. Successful managers will build a solid bond between the knowledge platform and support processes by locating knowledge for effective re-use or in contributing to the Knowledge Base where knowledge does not already exist. Knowledge management ultimately aims to fast-track the path to case resolution globally by reducing the burden on support teams and thereby increase their bandwidth to be able to focus on higher profile or more complex customer support needs.
Development, implementation, and continuous improvement of strategy for Knowledge-Centered Service (KCS) across Progress’s customer service and market teams.
Creating a culture of knowledge sharing, by working with Operations and Market teams to establish Knowledge Management thought leadership, to communicate the vision of shifting support teams to the role of proactive knowledge workers that improves the adoption of self-service and improved efficiency for faster resolutions to known issues
Managing of KCS adoption - establishing and driving regular meetings within and across teams, including global QA and knowledge calibration sessions, to ensure account specific standards are met, KM processes are followed, and best practices are shared amongst the various teams
Designing and implementing the core practices which define content standards, quality and assessment which lead to a consistency and continuous improvement of the customer experience
Spearheading the Knowledge Management squad effort to re-shape the existing knowledge base and platforms with both internal and external focus, including auditing existing content, applying appropriate methods to make knowledge searchable and consumable through proper tagging and indexing that supports the overall KCS strategy and core practices
Deploying and ensuring ongoing success of the KCS program for managing content, including content development, maintenance strategies and key performance indicators to manage program efficiency
Collaborating with customer support and market managers to define and deliver a comprehensive onboarding and go to market strategy that incorporates key roles in the KCS strategy
The Knowledge Management Manager will be accountable for development and evolution of KPIs and for effective reporting on delivery performance reflecting the effectiveness of knowledge utilization methods
Establishing clear accountability in all managers to make KCS a core competency, integral to business processes and success
Providing knowledge workers with continuous visibility to the impact of their contributions
This role is responsible to manage and lead KCS Specialists for the call center and to provide subject matter expertise to market service leader, quality assurance and other operational teams.
As the successful candidate you will have previous experience of owning the KCS strategy, and driving its implementation and adoption, preferably using Salesforce Lightning Knowledge platform.
You will be a self-motivated individual, able to work autonomously and cross-functionally, with great time-management skills
You will be willing and able to work in a busy, dynamic environment, as part of a global team to deliver customer excellence and success
Demonstrated ability to manage cross-functional efforts without directly managing the participants
Strong bias for action: A track record of autonomy, leadership and self-direction
Can identify a problem, propose a solution, and make it happen
Experience implementing transformation programs and processes
3+ years Customer Support or Operations experience
KCS v6 Certification (Preferred)
Salesforce Lightning experience preferred
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!Apply Online
Job Status: Full Time
Job Reference #: JR107701