Senior Knowledge Program Manager

3 нед. назад

USASenior

knowledge managementprogram managementcross-functional team leadershipcustomer experiencetechnical support

Lead enterprise-wide Knowledge-Centered Success program to enhance technical knowledge sharing and customer experience.

Обязанности

As a Senior Knowledge Program Manager within our Performance, Education & Knowledge (PEAK) team, you will drive the enterprise-wide strategy and execution of Everpure’s Knowledge-Centered Success (KCS) program. You will serve as a strategic catalyst across technical support, engineering, and customer experience organizations to transform how employees, customers, and partners create, discover, and share technical knowledge. By leading cross-functional teams, coaching knowledge domain experts, and modernizing our self-service ecosystem, you will directly improve customer resolution efficiency and elevate our global customer experience.
 
Drive Enterprise KCS Strategy & Evolution: Design, scale, and continuously evolve the Knowledge-Centered Success (KCS) program framework across global support and customer-facing teams to improve content quality, article reuse, and self-service resolution
Lead Cross-Functional Program Execution: Manage multi-project roadmaps from intake through launch and operational transition, coordinating with cross-functional stakeholders to ensure initiatives meet critical business milestones and strategic objectives.
Establish Governance & Data-Driven Insights: Build program dashboards, governance structures, and executive reporting to monitor knowledge quality, search effectiveness, and KCS adoption metrics across the enterprise.
Champion Change Management & Enablement: Facilitate organizational change management by delivering KCS training programs, coaching Knowledge Domain Experts, and fostering a collaborative knowledge-sharing culture.

Требования

Experience: 8+ years working in a technical support and/or customer support organization and 8+ years working in a knowledge management position and team
Certifications : KCS v6 Practices Certified; KCS Trainer or KCS Coach certification preferred as well as PMP certified preferred.
Enterprise KCS Program Leadership: Deep expertise designing, implementing, scaling, and sustaining an enterprise KCS program, backed by KCS v6 certification and a proven track record of driving organizational change.
Cross-Functional Influence & Communication: Masterful stakeholder management, negotiation, and executive presentation skills with a demonstrated ability to align diverse technical and business teams around shared outcomes.
 
 
Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, Raleigh or Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave .
 
 
 
 
#LI-ONSITE
 
 
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. 
This role may be eligible for incentive pay and/or equity. 
There is no application deadline and we accept applications on an ongoing basis until the job is filled.

Другое

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.
This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.
 
 
Innovation : We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
Team : We build each other up and set aside ego for the greater good.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out for more information.
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@.com if you’re invited to an interview.
We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.