Your tasks:
• Develop, implement, and maintain a comprehensive knowledge management framework tailored to the needs of the organization.
• Establish and manage processes for capturing, organizing, and sharing critical operational knowledge across the organization.
• Manage knowledge repositories (e.g., intranet, document management systems) to ensure they are organized, up-to-date user-friendly, and easily accessible.
• Identify gaps in knowledge and collaborate with relevant stakeholders to create solutions for addressing them.
• Measure quality data training and propose improvements.
• Act as the main point of contact for external customer support agencies and inside sales agencies handling our digital products.
• Define service expectations, performance KPIs, and SLAs for these agencies. Continuously monitor, evaluate, and improve the performance of customer support partners, ensuring high-quality customer experiences.
• Lead regular performance reviews, align on action plans, and ensure adherence to best practices.
• Work closely with digital product teams to align customer support processes with new feature launches, software updates, and evolving business needs.
• Work closely with product, marketing, process owners and other stakeholders to gather insights and document operational processes, workflows, and lessons learned.
• Foster a culture of knowledge sharing and continuous learning by facilitating cross-functional collaboration and knowledge exchanges.
Your profile:
• Bachelor's degree in Business Administration, Information Management, Operations Management, or a related field. Master’s degree is a plus.
• At least 5 years of experience in knowledge management, operations management, or a related field.
• Proven experience in developing and implementing knowledge management strategies, particularly within operational organizations.
• Experience in managing partner and customer onboarding processes, ideally in a technical or operational environment.
• Familiarity with knowledge management systems, document management tools, and collaboration platforms (e.g., SharePoint, Confluence, etc.).
• Understanding of process mapping, workflow management, and other operational readiness tools is a plus.
• Very good change management skills to assess impact of changes, change strategies, and to effectively communicate and implement changes
• Fluent in English, additional language skills (e.g. French, Spanish, German) is a plus
• Willingness to travel in Europe
