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Mgr, Knowledge Content

Date posted 10/22/2019 Requisition Number: 251595BR Location: United States - North Carolina - Charlotte Area of Interest: Customer Operations Position Type: Full Time
The Manager, Knowledge Content is responsible for managing a team of Writers that create knowledge content for frontline employees. This position will be responsible for resource management, content creation, editing, and targeted specialized support to meet and exceed the performance goals of the Customer Operations L&D organization. Ensures team members have assignments and work is balanced across resources to optimize deployment for the business. This position will maintain an assigned, one-on-one relationship with team members and provides career coaching and development to help build their skills.

The Manager will also act as an individual contributor providing targeted specialized support in one or more of the following capabilities: communications, writing, and copy editing. The position takes on assignments within communications to augment resource coverage across all initiatives.

The Manager evaluates the quality of team deliverables and supports all Customer Operations queues to organize and conduct internal reviews prior to sharing content outputs with internal customers. In addition, this position supports the collection, analysis, and reporting of content metrics to recommend improvements and to coach staff members.

Delivers and maintains content in the KM system and collaborates with stakeholders across teams and departments to provide content to support the business.
Leads, plans and supports the implementation of the Knowledge Management Strategy including KM content design standards.
Facilitates communication and commitment between stakeholders to align KM content with business and learning design requirements.
Recommends appropriate and relevant training to support staff professional development.
Optimizes utilization across the team by making staffing decisions in support of the intake prioritization.
Assigns writers with current or near-term availability to assignments that align with their skills, professional goals, and/or staffing preferences.
Develops working relationships with Charter’s internal subject matter experts (SMEs) and establishes working relationships with managers across all functional areas.
Performs other duties as required.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated ability to educate, communicate, negotiate, and influence with all levels of management to produce required outcomes
Ability to create plans, timelines, process flowcharts and presentations
Analyze the effectiveness of KM content by observing usage and evaluating content impact
Demonstrated ability to prioritize, organize, and assign staff effectively in order to manage multiple initiatives to meet deadlines
Strong communication and planning skills
Proficient use of MS Word, Excel, PowerPoint, Visio and Outlook
Ability to interpret complex information into learning content
Demonstrated ability to creatively solve problems while working under pressure to meet deadlines
Ability to show good judgment, take initiative, and make decisions to accomplish job duties
Demonstrated ability to work closely with peers to ensure successful learning content and business outcomes
Experience delivering one or more of the following capabilities: knowledge content services, knowledge management tool admin support, communications, or technical writing.

Related Work Experience Number of Years
Knowledge/Content Management experience 5+
Front-line management experience 2+
Telecommunications industry experience
Familiarity with a Call Center environment

Bachelor’s degree in Instructional Design, Adult Learning, Knowledge/Content Management, Business Management, Computer Science, Project Management/Program Management, Sales, Operations, or Communications or equivalent experience/certifications in multiple L&D disciplines.

Skills/Abilities and Knowledge
Management or business consulting experience

Related Work Experience
Relevant corporate experience in a large Fortune 100 company

Masters degree preferred

Office environment
Travel as required

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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  • Customer Operations, Charlotte, North Carolina, United StatesRemove