KM Program Manager

Do you believe a positive experience can significantly impact people’s appreciation of specific companies, services, or products?  As customers, are we not delighted each time we have a pleasant experience interacting with a customer service department? 

At Coveo, our Global Services Operations team is dedicated to empowering our team members, helping them to drive customer success and deliver exceptional customer experiences. We understand that knowledge is the key to success for our employees and customers. That's why we are seeking a knowledgeable and passionate individual to join our team as a Program Manager of our Knowledge Management Program. As our KM Program Manager, you will be crucial in managing and optimizing our knowledge management practices.

The Knowledge Manager will develop, implement, and manage the organization's knowledge management strategies and practices. This role will involve collaborating with various departments to capture, organize, and disseminate knowledge effectively. The Knowledge Manager will also be responsible for evaluating existing processes and technologies to identify areas for improvement and implementing solutions to enhance knowledge sharing and accessibility across the organization.

On the day-to-day, you will be responsible for:

1. Knowledge Management Strategy: Our team already has a great KCS framework implemented. You’ll be the strategic vision for knowledge management that will take over and make it blossom.
2. Knowledge gap identification: By working alongside other team stakeholders and our global enablement team, you’ll identify gaps and opportunities in KM.
3. Systems administration: Our practice revolves around Service Cloud, but there will be opportunities to improve the backbone of support activities. Your sense of organization and development will be instrumental here.
4. Knowledge patrol: Oversee the maintenance and organization of the knowledge base, ensuring that information is accurate, up-to-date, and easily accessible to both customers and internal stakeholders.
5. Continuous Improvement: Identify opportunities for process improvements and optimization within the knowledge management framework, leveraging feedback from customers, support agents, and other stakeholders.
6. Performance Monitoring and Reporting: Establish key performance indicators (KPIs) to measure the effectiveness of knowledge management efforts and provide regular reports and analysis to senior management.

Simply put, the ideal candidate is a smart, tech-oriented, motivated and autodidact individual. Our interviewing process allows us to look beyond technical background and identify raw talent and skills. You’re resume should include most of the following:

• Proven experience in knowledge management, or a related field, preferably in a software or technology company.
• Experience implementing and/or managing a KCS practice
• Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results on time and within budget.
• Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders at all levels of the organization.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.
• Proficiency in knowledge management tools and platforms, such as knowledge base software, content management systems, and collaboration tools.

Think we have a fit? In this particular role, you’ll be able to develop your expertise and share all your knowledge with customers and colleagues. Send us your resume and a cover letter and tell us more about yourself and why you believe you would be a great fit for our team. Join the #CoveoLife!