Knowledge Manager at Visible

| Greater Denver Area
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Visible & You

At Visible, we’re building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones.  With one simple price, we offer unlimited data, messages, and minutes, on America’s best 4G LTE network.  Based in Denver, CO, we’re a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business from the ground up.  No single day will feel the same, and change is the only constant.  If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com.  We are Visible.

 

This is a full-time position based at the Visible headquarters in Denver, CO, where you will collaborate with team members across functions as well as our executive team.

 

Your Role at Visible

We have identified the need for a Knowledge Manager to support our Care organization.  The Knowledge Manager will be responsible for collecting, codifying, and communicating knowledge to ensure consistency across all Visible employees, representatives, and customers.

 

  • Conduct analysis to identify opportunities to improve the quality of customer care provided by customer care agents
  • Write, revise, publish, edit, and delete information in the knowledge base that all of our agents depend on as a source of truth
  • Organize information to facilitate the access of information efficiently and intuitively
  • Maintain web pages and public-facing content that answers customers’ frequently asked questions (FAQ)
  • Work cross functionally to develop communication and documentation to support an ever-evolving suite of customer care tools and new feature releases
  • Partner with product developers, program managers, and engineers to predict impacts to customers and care agents and proactively build content to manage change
  • Redesign and continually iterate content to address customer care agent and member needs in order to promote self-service and reduce the need for human intervention
  • Manage the flow of information to customer care sites to ensure effective rollouts and adoption of new processes, procedures, and products
  • Evaluate and improve the access, understanding, and application of information in the knowledge base and apply learnings to improve communications and knowledge systems
  • Become a subject matter expert and architect of our knowledge management systems who can manage the interrelated network of member and customer-facing facts

 

What You Bring to Visible (a.k.a. qualifications)

  • Bachelor’s degree or at least 4 years relevant work experience
  • Advanced certification or equivalent work experience in knowledge management
  • Proven track record supporting organizations with effective internal communications, documentation, and knowledge management systems
  • Experience writing technical, descriptive, and expository articles to keep coworkers and business partners up to speed
  • Experience applying principles of knowledge and change management to develop internal systems and processes
  • Experience building and using information systems to organize and control the flow of information
  • Experience and knowledge of Salesforce, Confluence and/or Jira (or comparable customer and development management systems) and its knowledge management systems
  • Natural tendency to ask probing questions and investigate issues that uncover pertinent information for the target audience
  • Natural tendency to collect and analyze data on usage and engagement to make decisions and  identify process improvements
  • Creativity in the development and delivery of information
  • Strong organization and planning skills
  • Strong analytical skills
  • Excellent critical thinking and decision-making skills
  • Excellent understanding of social channels and digital support/delivery
  • Ability to collaborate internally and  drive results autonomously
  • Previous experience in digital technology preferred

 

 

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Please send resume to [email protected]
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Please send resume to [email protected]
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
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