Knowledge Program Manager - Contractor (Philippines) (Remote)

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.

Our work and focus on helping local businesses thrive has been recognized... across the industry, including Forbes? Next Billion Dollar Startups, Forbes? Cloud 100, the Inc. 5000, and Fast Company?s World?s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

As the Knowledge Program Manager Contractor at Podium, you will play a pivotal role in enhancing both external and internal knowledge resources to bolster our Customer Experience. This involves spearheading the development and execution of a robust knowledge management process resulting in a competitively relevant internal and external knowledge base for customers, internal employees, and AI tooling to leverage.

We are seeking an individual with a curious mind, attention to detail, analytical prowess, and a commitment to positively impacting our customer experience in a dynamic and evolving organizational environment. The ideal candidate will have a strong command of knowledge management practices as well as prior experience in a multi-channel support environment.

What you bring:
? Customer Obsession: You?re passionate about empowering customers and love the challenge of finding what will help them most
? Curiosity: You are not afraid to ask questions and have an ?always learning? mantra
? Ownership: You proactively set high standards and follow through on goals and take responsibility for you and your team?s performance
? Adaptability: You thrive in a dynamic environment and are comfortable with ambiguity and changing customer priorities and needs
? Communication: You?re an excellent communicator and thrive at creating clarity and alignment, staying highly organized and great prioritization are part of your tool kit

What you will be doing:

Knowledge Roadmap Management
? Create and help manage the internal and external Knowledge roadmap, ensuring alignment with organizational goals.
? Ensure ease of use for employees and customers, facilitating quick access to information in a self-service environment.

Knowledge Management System Oversight
? Design, implement, and maintain oversight of the knowledge management system
? Collaborate cross-functionally with key stakeholders to drive accuracy and evolution of the knowledge system such as engineering, product, and customer experience

Performance Measurement and Communication
? Manage and communicate quantitative and qualitative results of the knowledge management strategy.
? Collaborate with cross-functional teams to develop and maintain the content management strategy.

Content Development and Standardization
? Establish writing guidelines and knowledge architecture based on best practices.
? Conduct training sessions and feedback loops to ensure widespread adoption and consistency.
? Write content to establish ensure knowledge base accuracy and build further depth of resourcing

Leadership and Development
? Collaborate with a team of cross-functional authors within the customer experience organization.
? Foster a culture of continuous learning and improvement in knowledge management practices.

How you will be measured:

Knowledge Base Utilization

Content Quality

Knowledge Base Growth

Search and Content Effectiveness

Innovation and Process Improvement

Cross-Functional Collaboration

What is needed:
? 3+ years of experience in a formal Knowledge Management position(s)
? 3+ years of experience using knowledge management software applications ? preferably Salesforce
? 3+ years of experience in managing large and complex projects and programs, change management, and working across functions with multiple stakeholders
? 3+ years of experience related to content management and writing/ publishing skills of technically oriented materials in a SaaS environment
? Experience with implementing Knowledge-Centered Service (KCS) ? certification a plus

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status

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