Senior Director of Knowledge Management, Customer Experience

  • Locations
    • United States
    • Remote
  • Date Posted
  • Aug. 24, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Entertainment

This is a position with flexibility to work remotely in the United States or EMEA.

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

The (Senior) Director, Knowledge Management, Customer Experience is responsible for developing and deploying knowledge, training, customer community, and content strategy for our global customers. The right candidate will enable the global Customer Experience org and our service partners with the knowledge and content necessary to enhance the customer experience. If you love music and enjoy leading the development of robust knowledge, training, customer community, and content strategy across multiple channels including, email, webchat, chat, and phone, we’d like to talk to you!

What You’ll Do

  • Lead overall training, knowledge, customer community, and content strategy and execution
  • Develop customer, partner, and CX partner enablement knowledge management framework
  • Analysis, design, and development initiatives related to the training needs for the partner specialists and CX experts
  • Development and upkeep of online/web content - FAQs, troubleshooting guides, and new products
  • Develop customer, partner, and CX partner enablement knowledge management framework, systems, and processes required to bridge the gap between our CX systems, IT systems, and our knowledge bases
  • Develop digital strategies to shorten the path between customer need and positive outcomes
  • Build strong working relationships with other functional teams to promote knowledge management initiatives and ensure the free flow of information throughout the company
  • Evaluate the sustainability of our current knowledge management approach and optimize the processes and framework for the future
  • Design and implement global training strategy and grow our training team
  • Formulate evidence-based knowledge analysis and identify key priorities, requirements and gaps
  • Improve customers’ experience through a KCS (Knowledge-centered Service) methodology
  • Develop content, communication, and training needs on knowledge processes and systems
  • Drive KM initiatives in a cross-functional environment leading both direct and matrixed staff
  • Develop community deflection strategy with emphasis on building peer to peer knowledge
  • Analysis of user generated community content to bridge knowledge gaps internally and externally

What You’ll Need

  • Previous experience growing and scaling knowledge practices for growth companies
  • Previous experience developing global KM, content, and training strategies required for customers, partners, and internal users
  • Successful track record of working in and leading in a customer-focused KCS environment
  • World class communication skills both verbal and written
  • 15 years of experience within Knowledge Management discipline
  • 8+ years of experience leading a KM program with a proven ability to lead and deliver on strategic and tactical business objectives
  • Experience in multi-channel knowledge management environments
  • Ability to roll-up your sleeves and dive into details and help when/where needed
  • Confident, persuasive and enthusiastic about sharing knowledge
  • Possess critical and analytical thinking abilities with great attention to detail
  • Ability to program/project manage initiatives around Knowledge Management that involve cross-functional teams (e.g. IT, Data, Operations, Services, GTM)
  • Experience with scaling and optimizing branded support communities

Preferred Qualifications

  • Experience working with Salesforce, JIRA, Confluence, other services tools
  • Experience with HW and SW products and services
  • A strong drive and advocacy for customer service and experience
  • A good listener and know how to positively stimulate change
  • Caring about the users of KM systems, whether internal or external

Passionate about new technology