Manager, Knowledge Management

Position
Summary:
This person is responsible for driving the overall vision and strategy for Knowledge Management within the Customer Service organization.
Lead the Knowledge Management team to design, develop, integrate and deploy knowledge management solutions that leads to and fosters a knowledge sharing culture.
This person has direct responsibility for ensuring that we carry out our Easy brand promise by ensuring associates have access to needed information in order to improve business performance, drive out cost, and increase customer satisfaction.
The Manager of Knowledge Management partners with the Customer Service leadership team, the training teams, and other external teams (marketing, merchandising IS, Logistics, etc.
) to ensure a timely and consistent flow of information for associates.
Primary Duties and Responsibilities:
Knowledge Management Processo Provide the vision and drive the strategy for content development and administration of knowledge management tools, processes, and programs across Customer Service.
Create and maintain knowledge processes that will facilitate sharing and leverage the intellectual assets of Staples.
o Create programs and content that incorporate current trends, processes and procedures that meet company objectives and ensure that it is EASY for associates to find applicable knowledge they need quickly.
This has a direct impact on Customer Service productivity and its impact on calculating payroll as a percent of sales.
o Develop knowledge content standards across diverse business units with consideration for varying product support, processes, and procedures.
o Take leadership role in implementing processes aimed at identification of knowledge as well as on-going knowledge refinement to drive learning focused culture.
o Responsible for gathering associate feedback on usability and applicability of knowledge tools and content on a regular basis and incorporating feedback into enhancements.
o Drive compliance and usage through regular reporting and analysis.
Peopleo Provide direction to team in execution of project responsibilities as it relates to Knowledge Management.
o Motivate, delegate and empower staff in the successful performance of their tasks and responsibilities while also encouraging innovation.
o Train, supervise, assign projects, evaluate and develop staff to maintain optimum performance of job duties.
Technology/automation/vendor relationshipso Take leadership role in the management of the technology to ensure all capabilities are leveraged and Staples realizes a return on investment.
o Take leadership role in working with the vendor to ensure on-going management of the technology and identification of new functionality/enhancements.
o Manage access strategy to ensure that associates have access only to applicable knowledge o Investigate and analyze related technologies that are associated with knowledge.
o Identify opportunities for automation of knowledge and find ways to bring solutions and knowledge to front line associates more efficiently.
o Responsible for the content management, development, and quality of customer service knowledge management tools.
o Responsible for project management of building additional portals as needed by the business.
o Contract for services with vendor.
Interface with corporate contract services as needed throughout relationship.
Communicationo Responsible for managing communication to customer service associates.
o Provide leadership in identification of cost effective communication methods.
o Provide direction to team to identify communication methods and apply the appropriate method to the message.
Qualifications Basic Qualifications:
o Degree in knowledge management, information sciences, or library sciences (or equivalent work experience)o Superior written and verbal communication skills.
o Effectively communicate with technical as well as non-technical staff.
o Ability to effectively prioritize and execute tasks in a high-pressure environment.
o Ability to work both independently and in a team-oriented, collaborative environment.
o Ability to create a vision and strategic plano Supervisory experience.
Preferred Qualifications:
o Contact Center Experienceo Technical writing and editing skills Staples is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


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