Redis · 1 day ago
Knowledge Program Manager
United States
Full-time
Remote
Mid Level
$122K/yr - $140K/yr
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Responsibilities
Strategize, gain alignment, develop, and launch a knowledge management program structured around the KCS framework.
Develop and manage a strategy to keep knowledge base content relevant and accurate.
Pursue advanced AI tooling to accelerate content creation and consistency.
Standardize tone, style, and format for content to match brand guidelines.
Monitor content usage, effectiveness, and customer feedback to measure success and identify areas for improvement.
Utilize data analytics tools to track metrics such as article views, case deflection rates, and user satisfaction.
Implement a continuous content review and improvement process based on user insights and support feedback.
Collaborate with product marketing, product management, customer support, customer success, and other groups to create content and knowledge solutions.
Create and maintain information architecture to ensure customer success.
Create and maintain internal knowledge resources to support team onboarding, ongoing training, and knowledge sharing.
Train support teams on effective use of the knowledge base and new content updates.
Foster a culture of knowledge sharing by encouraging team members to contribute to the knowledge base.
Implement governance processes to maintain content accuracy, relevance, and quality.
Conduct periodic content audits to remove outdated information and update existing articles based on product changes.
Ensure the knowledge base is structured intuitively and designed with the end-user in mind, making it easy to navigate and search.
Utilize feedback from users to improve search functionality, structure, and overall usability of the knowledge base.
Qualification
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Required
Proven Experience in Knowledge Management or a Similar Role – Demonstrated experience in knowledge management, content strategy, or information management, with a track record of successful program development and implementation.
Strong Content Creation and Editorial Skills – Exceptional writing, editing, and content structuring skills, with an ability to maintain a consistent tone and style aligned with company standards.
Expertise in Knowledge Management Systems and Tools – Proficiency with knowledge management platforms (e.g., Zendesk, Confluence, SharePoint) and familiarity with KCS (Knowledge-Centered Service) methodology or similar frameworks.
Data-Driven Decision-Making – Ability to analyze customer usage data and feedback to identify knowledge gaps, improve content quality, and measure the effectiveness of knowledge management initiatives.
Cross-functional collaboration skills – Strong interpersonal skills to work effectively with various departments, ensuring knowledge-sharing practices are well-integrated and aligned with organizational goals.
Benefits
Competitive salaries and equity grants
Unlimited time off to promote a healthy work-life balance
H/D/V coverage along with 401K, FSA, and commuter benefits
Frequent team celebrations and recreation events
Home internet & phone stipend
Learning and development opportunities
Ability to influence a high-performance company on its way to IPO
Company
Redis
Redis is the world's fastest data platform.
Founded in 2009
501-1000 employees
H1B Sponsorship
Redis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (5)
Funding
Current Stage
Late StageLeadership Team
Rowan Trollope
Chief Executive Officer
Ash Vijayakanthan
VP Cloud Sales and Partnerships
Recent News
The New Stack
2024-05-04
DevOps.com
2024-04-20
2024-04-05
Company data provided by crunchbase
