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SiriusXM · 1 day ago

Senior Manager, Knowledge Strategy

New York, NY

Full-time

Onsite

Mid, Senior Level

$100K/yr - $128K/yr

7+ years exp

SiriusXM is the leading audio entertainment company in North America, seeking an experienced Knowledge & Digital Success Strategist. This role will focus on driving the design, development, and implementation of a robust self-service experience for customers, utilizing Knowledge Centered Service best practices.

BroadcastingInternet RadioMusicNews

No H1B

Responsibilities

Lead the end-to-end Knowledge-Centered Service (KCS) program, shaping strategy to drive adoption across the organization

Manage the KCS Council, serve as an advocate for industry-leading practices, and maintain KCS v6 Certification

Embed KCS principles into day-to-day workflows and oversee key metrics to monitor and optimize performance

Co-own the vision and execution of our Help Center strategy, optimizing site architecture for intuitive self-service

Collaborate with cross-functional partners (UX/UI, developers, product managers) and use analytics and user feedback to refine the experience

Explore opportunities to extend help content across digital touchpoints

Design and configure our knowledge base within Salesforce Service Cloud and Experience Cloud

Translate user needs into actionable deliverables and collaborate with technical teams

Ensure seamless functionality during releases and leverage AI to enhance content creation and delivery

Guide the creation of customer-facing knowledge articles and FAQs, conducting audits to ensure clarity and alignment with brand and KCS standards

Use data-driven insights to identify gaps and prioritize improvements, collaborating with support teams and subject matter experts

Qualification

KCS program managementSalesforce KnowledgeContent strategyData analysisSEO best practicesProject managementCustomer feedback toolsAI for process improvementCommunication skillsCollaboration skills

Required

7+ years of experience in KCS program management

Knowledge of KCS: KCS Practices v6 Certified

Proficient in content or knowledge management systems (e.g., Salesforce Knowledge, Contentful, Google Drive, Confluence, or similar) and CRM integrations

Content strategy, and/or digital self-service experience, preferably in a customer-focused industry

Project Management: Proven ability to manage complex projects from inception to completion, ensuring timelines, budgets, and quality standards are met

Analytical Skills: Strong data analysis skills, with experience leveraging web analytics tools (e.g., Google Analytics, Adobe Analytics) to inform strategy

Communication: Excellent written and verbal communication skills, with a knack for translating complex concepts into clear, accessible language

Collaboration: Strong interpersonal skills, with experience working cross-functionally in fast-paced, agile environments

Familiarity with SEO best practices for content optimization

Demonstrated experience supporting or partnering with contact center/BPO operations, with insight into industry processes and best practices

Must have legal right to work in the U.S

Preferred

Experience using customer feedback platforms and tools, such as Qualtrics, to gather and analyze customer insights preferred

Experience leveraging AI for process improvement and support answers preferred

Benefits

Discretionary short-term and long-term incentives

Company

SiriusXM

Glassdoor3.5

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices.

Founded in 1990

New York, New York, USA

1001-5000 employees