Director, Knowledge Management, ACX Help Center Experience (TEMP)
Our client, a major marketing technology and entertainment company is looking to hire a Director for its ACX Help Center.
This is a hybrid role based out of Newark, NJ
Key Responsibilities :
- Implement enterprise-level Help Center strategy across all surfaces
- Improve user experience and performance metrics
- Ensure exceptional content quality and maintenance
- Collaborate with cross-functional teams to deliver best practices
- Champion data-driven decision making and knowledge governance
You Are :
- Customer obsessed
- A strategic thinker with strong analytical skills
- Bold and innovative, challenging the status quo
- Passionate about driving excellence
- Agile with a bias for action
You Will :
- Own product vision and KPIs for customer-facing help center
- Lead technology advancements and content lifecycle management
- Develop and inspire a global knowledge management team
- Create and execute innovative content delivery strategies
- Collaborate across Amazon to share best practices
Requirements :
- 4+ years experience in Knowledge Management, digital self-service, or product management
- Proven track record in program strategy and end-to-end delivery
- Strong data analysis and process improvement skills
- Experience leading global teams
- Bachelor's degree or equivalent experience
Preferred :
- Salesforce Service Cloud expertise
- Agile methodology experience
- Content strategy background (5+ years)
- Six Sigma or CKM / CKMP certification
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