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Director, Knowledge Management

Company: WalkMe
Location: San Francisco
Posted on: March 20, 2023

Job Description:

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation. As our Director of Knowledge Management you will report to the VP, Technical Success Group and deploy knowledge, training, and content strategy for our global customers, Partners and internal stakeholders. You will ensure the global Customer Experience team and our service partners have the knowledge and content necessary to enhance the customer experience. If you enjoy leading the development of knowledge, training, and content strategy across multiple channels including, email, webchat, chat, and phone, we'd like to talk to you. What You'll Own

  • Grow our team of Instructional Designers and Content Writers who work together to provide in-person, online and blended curricula and on-demand access to knowledge solutions that meet customers with efficiency, accuracy and quality
  • Lead the design and development function, and the learning portfolio of in-person, online and blended curricula
  • Maintain instructional design standards by defining processes, tools/templates and guidelines for use throughout WalkMe
  • Partner with WalkMe teams and Strategic Customers to ensure that content is delivered in a seamless and thoughtful way that supports excellent and personal customer interactions
  • Develop customer, partner, and CX partner enablement knowledge management framework, systems, and processes required to bridge the gap between our CX systems, IT systems, and our knowledge bases
  • Develop digital strategies to shorten the path between customer needs and positive outcomes
  • Improve customers' experience through a Knowledge-centered Service (KCS) methodology
  • Evaluate new technologies as appropriate, including federated search, AI/ML-driven and ChatGPT tools
  • Control the accessibility, look and feel, and flow of knowledge within the organization and to external parties
  • Help the team capture new knowledge from multiple sources and teams with the usage of a knowledge base
  • Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
  • Provide relevant coaching, training, and support to champion a knowledge management cultureWhat You Need to Succeed
    • 15 + years of experience within Knowledge Management discipline with 8+ years leading a Knowledge Management programs and teams focused on developing global KM, content, and training strategies required for customers, partners, and internal users
    • You have a digital-first orientation and are constantly scanning for the right solutions to automate and differentiate performance
    • You are an advocate of diversity, inclusion and accessibility, with experience leading inclusive teams
    • Experience in multi-channel knowledge management environments
    • Lead programs around Knowledge Management that involve a variety of WalkMe teams (e.g. IT, Data, Operations, Services, and GTM)
    • Experience scaling and optimizing branded support communities
    • Experience working with Salesforce, JIRA, Confluence, other services toolsWhat You'll Love About Us!
      • Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance.
      • WalkMe is a remote and hybrid work environment for those who chose to come to regional offices (vaccines required) with frequent in-person and virtual social activities to promote positive employee engagement
      • WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
      • WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more! At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success. We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals. How We'll Take Care of You Our job titles may span more than one career level. The starting base pay for this role is between $165,000 and $215,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package. TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role. Check out our place in the best companies to work for Here

Keywords: WalkMe, San Francisco , Director, Knowledge Management, Executive , San Francisco, California

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