Knowledge Manager

ABOUT THE ROLE

Peloton is looking for an innovative and experienced Knowledge Manager to join our Enterprise Service Operations team as part of the broader Enterprise Technology organization. 

As Knowledge Manager, you will work as a core member of our team and act as the knowledge management practice owner responsible for establishing, maintaining, and improving the effective, efficient, and convenient use of information and knowledge across our global organization. In partnership with other department leaders, you will be responsible for crafting an enterprise service management knowledge management program and framework (within Confluence) that is easy to navigate and tailored to fulfill different needs, ultimately contributing to a positive team member experience. 

A key focus of this role will be as a member of the project team to transition our primary help desk portals (e.g., IT, Finance, People) from JSM data center to JSM cloud and to support the implementation of an AI chatbot. 

YOUR DAILY IMPACT AT PELOTON

• Design, implement, improve and maintain the effectiveness of knowledge programs across the organization (e.g., IT, Finance, People, Workplace)
• Consult and share knowledge management (KM) standard processes to support center staff, so they can deliver accurate solutions and work more efficiently/effectively
• Provide knowledge plan to all collaborators and lead continuous improvement for Knowledge Base and Knowledge Management process
• Manage one direct report (technical writer)
• Identify internal customer needs and deliver within the business context
• Discovering and providing information on demand, where no readily available knowledge is available
• Develop an encouraging and collaborative knowledge sharing culture to drive the successful adoption of technology solutions for knowledge management
• Ensure subject matter experts provide relevant knowledge articles and co-create where required
• Perform quality assurance on knowledge articles to ensure they align with set standards
• Supervise the effectiveness of knowledge related systems and tools.
• Champion Knowledge Management practices across the Organization and be a consultant for Knowledge-Centered Service (KCS) practices
• Govern Knowledge-Centered Service (KCS) processes and practices
• Identify key business trends through benchmarking, KPI tracking and analysis
• Lead process improvement efforts to advance employee and agent experience with knowledge
• Supervise knowledge for findability, completeness, ease of use/relevance.
• Partner with support teams for KCS-related communication, technology, analytics, and project needs.
• Establish good working relationships with knowledge domain experts and service desk agents.
• Help disseminate information about the Organization's Knowledge program to internal and external audiences.
• Work closely with Strategy and Insights and provide visibility to the Knowledge team by:
  • Establishing KPI measurements
  • Developing models, dashboards and workflows
  • Supporting the design, implementation, and management of information reporting systems
• Manage multiple projects; coordinate all aspects of implementation and delivery of tasks vital for successful program execution

YOU BRING TO PELOTON

• 5+ years of knowledge management experience
• 3+ years of experience with Confluence as a knowledge base
• Strong operational experience with enterprise platforms such as Jira Service Management or similar
• Solid understanding of innovations in reporting and success measurements
• Work closely with the knowledge team and business partners to ensure optimal alignment
• A combination of excellent analytical and program management skills
• Solid ability to create reports and dashboards
• Familiarity with technical writing tone and style
• Excellent collaboration, communication, and interpersonal skills
• Solid understanding of technical infrastructures
• Knowledge-centered service Principles Certified (preferred)

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