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Abbott · 21 hours ago

Knowledge Manager

Alameda, CA

Contract

Onsite

Mid Level

3+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Knowledge Manager role will serve as a program manager for ADC’s Customer Service knowledge strategy, overseeing the collection, retention, and sharing efforts of global customer service knowledge content.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

H1B Sponsor Likely

Responsibilities

Create and manage content for global customer service teams

Manage reporting and metrics on article utilization

Set process for global management of agent feedback and timely updating of articles

Train additional stakeholders on creating / managing knowledge

Establish global playbook to create / manage knowledge

Monthly or quarterly metrics the candidate will be measured on:

Content creation

Timely updates per KCS feedback

Utilization metrics

Part of global customer experience team

Will be required to have calls outside of normal working hours to accommodate global stakeholders

Drives technology improvements and roadmap in Salesforce Knowledge that ensured optimal content administration and agent experience

Develops, implements, and maintains the KM strategy and road map globally for all Customer Service teams

Plans / develops / supports / promotes collaborative tools and techniques, including Communities of Practice (CoPs), to establish and enhance KM

Facilitates identification of knowledge critical to the organization across categories (e.g. technical (“know-how”), Strategic (“know-why”), and people (“know-who”)

Investigates new opportunities to enhance knowledge management methods and processes to exceed KPIs and improve customer experience

Works with global and cross-functional teams to consistently manage knowledge content

Develops a team and builds a strong pipeline of successors

Liaises with identified global Business Stakeholders and Knowledge Management Community to find ways to enhance the existing knowledge management methods for ADC

Promotes a culture of knowledge centered service (KCS) through operational processed and systems

Measures and evaluates effectiveness of knowledge management processes

Qualification

Knowledge ManagementContent ManagementSalesforce KnowledgeSharePointProject ManagementPeople ManagementBudget ManagementCritical ThinkingCommunicationPresentation Skills

Required

Minimum 3 Years Experience

Both overall and any industry-specific experience needed

SharePoint knowledge

Project Management

Budget Management

Critical and proactive thinking

People Management/Development

Strong Communication and Presentation Skills

Minimum 2 Years Experience

Salesforce Knowledge experience

Bachelor's Degree

Years' of experience required: 3 years

Preferred

KCS experience

Content management and organization

Benefits

Medical and Prescription Drug Plans

Dental Plan

Vision Plan

Health Savings Account (for High Deductible Health Plans)

Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)

Supplemental Life Insurance

Short Term Disability (coverage varies by state)

Long Term Disability

Critical Illness, Hospital coverage, Accident Insurance

MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance

401(k)

Company

Abbott

Glassdoor3.8

Abbott is a healthcare company that produces diagnostic kits, medical devices, nutritional products, and branded generic medicines.

Founded in 1888

Illinois City, Illinois, USA

10001+ employees

https://www.abbott.com

H1B Sponsorship

Abbott 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)

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2021 (1)