What are the responsibilities and job description for the Manager, Knowledge Management position at Tucows?
Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country.
We are rapidly growing our footprint, and with a national focus on better infrastructure, we don’t expect to slow down anytime soon!
As part of Tucows (NASDAQ:TCX, TSX:TC), Ting is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!
The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
About the opportunity
We're looking to hire an Operations Manager who will be responsible for leading knowledge management operations for our Customer Experience Operations team. You will own aggregating, leading and maintaining centralized Customer Care processes, playbooks, and associated content with the goal of enabling a magnificent employee experience that seamlessly supports our culture. This role reports to Head of Customer Experience Operations, will interact with all areas of the business, including the learning and development, customer care, design, and content teams, and will have the opportunity to collaborate at all levels of leadership. You'll be a member of the Customer Experience leadership team responsible for accelerating the growth, overall effectiveness, and efficiency of our Customer Care organization.
What you’ll be doing:
- You will lead the Customer Care Knowledge Management team, vision and strategy, and help to define the path to deliver optimum employee access to self-service information, and ways to connect them with the right resources if they require more specialized support from Customer Care.
- You will build strong relationships and collaborate with Support, Sales, Customer Success, Onboarding, Construction Experience, and others to achieve your goals.
- You will be responsible for the content management strategy, as well as tracking, analyzing, and reporting the success of content usage.
- You will facilitate Knowledge Management planning and provide internal training and support on KM concepts and methodologies.
- You will employ user-centric design principles to create operating expectations and templates for content.
- You will create programs to encourage Customer Care employees to share knowledge optimally and efficiently.
- You understand and influence the organization on our process documentation strategy and related content for multiple Customer Care functions.
- You are responsible for creating a governance structure to preserve the freshness and accuracy of information.
- You will own and drive continuous updates and improvements to Ting's intranet.
- You'll hold weekly 1:1 meetings with each team member to focus on career development, mentorship, performance management, and critical metrics.
What you'll bring:
- Minimum of 3 years’ experience leading teams including people in leadership roles.
- Proven experience leading Knowledge Management programs and teams focused on developing global KM, content, and training and knowledge transfer strategies required for partners and internal users.
- Proven highly developed leadership capabilities including leading Leaders and Advisors with a variety of skill levels and personalities and effectively coaching, mentoring and managing performance, and to achieve the best performance from each team member
- Ability to lead a knowledge management team, and guide across lines of business, and geographies.
- Ability to synthesize information to understand the larger impact to the business and users and provide recommendations to improve overall knowledge management standard methodologies
- Excellent writing and verbal communication skills.
- Technical ability to quickly learn new technologies, and lead cross-functional projects.
- Ability to thrive in a fast-paced, constantly evolving environment.
- Ability to collaborate closely with executive team, senior managers, internal partners and key decision-makers
- Ability to travel if needed and align with the company's travel policy
What we offer:
- Salary starting from 85K to 125K
- A robust group medical coverage, a generous PTO, 401K matching, paternity/maternity leave top-up, learning fund to name a few.
Want to know more about what we stand for? At Ting and Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.
We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Learn more about Tucows, our culture and employee benefits on our site here.
