KCS Program Manager - Customer Support & Services
Teradata

Job Info

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KCS Program Manager
Location: San Diego or Virtual-US

As the KCS Program Manager for our Customer Support & Services organization, you will help to manage our current KCS initiative, expand it across associated teams and regional centers, and continue to evolve the KCS Program to support a knowledge sharing and collaborative culture that extends across the enterprise. You will operate as a champion and ambassador for KCS, partnering with product support teams, regional support teams, Global Learning, business, and ITS organizations to deliver industry best-in-class processes and tools, removing barriers to adoption and evangelizing KCS across the organization.

Primary Duties & Responsibilities

• Lead our KCS Program evolution across CS&S, partnering with other teams and directing KCS project resources.
• Manage our ServiceNow Knowledge Management (KM) component as a Process Owner and help to manage programs related to our KM initiatives.
• Collect and manage a list of functional requirements for system improvements based on analysis of knowledge usage via our enterprise search application, internal/external support applications, and input from the Customer Experience & ITIL Process Leader, project stakeholders, KCS coaches, and support analysts.
• Using industry-standard project management methodologies, create and maintain all relevant project documentation and business requirements.
• Manage the testing, training, and communications plan for all KCS activities.
• Manage the KCS Coaching program, development and continuous improvement of the content standard, Article Quality Index (AQI) & Resolution Quality Index (RQI) measures, strategic KPIs, and the KCS Coaching team.
• Drive the KCS Licensing certification program and standards.
• Coordinate the measurement and ongoing relevancy of the KCS strategic framework and monitor solution benefits and key measures of success to ensure that anticipated benefits are realized.
• Help to manage the KCS Council and liaise with other cross-functional business partners to help identify material needs as well as process improvement opportunities.
• Track analytics to assess program health, identify knowledge gaps and develop and implement action plans as needed.
• Lead efforts for agent search optimization including conducting usability audits, surveying agents on functionality and relevancy, and creating and delivering action plans based on outcomes.
• Contribute to the enterprise search initiative by identifying relevant information sources, consolidating content and processes where needed, and driving consistency among cross-functional teams supplying content to the CS&S organization.
• Focus on continuous improvement of our KCS/KM processes and bring innovative ideas for ongoing program advancement.

Qualifications

• KCS Practices v6 Certification preferred.
• BA/BS in Business, Communications, Management, or similar experience.
• 5+ years of experience managing a KCS program in a large technical support or customer support operation, preferably in the software industry.
• Experience with ServiceNow, Coveo, and web-tracking applications such as Celebrus & Google Analytics
• Well-versed in the business of service delivery and customer support.
• Demonstrated ability to manage cross-functional efforts without managing the participants directly.
• Excellent presentation development and delivery skills.
• High degree of professional confidence and credibility with an effective presence, strong written and verbal communication skills, able to communicate technical concepts and plans at all levels.
• Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills.
• Strong organizational skills with an attention to detail and a proven ability to handle multiple priorities.
• Self-starter with the ability to conceive of and accept responsibility for projects and see them through to completion.
• Excellent project management skills with experience in Agile development methodologies.

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