Senior Manager, Knowledge Management (Remote)
Company: Guild Education
Location: Detroit
Posted on: June 25, 2022
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Job Description:
For other positions, some roles may be based outside of our
Denver office (as stated in the Job Title). Roles based outside of
our Denver office can sit in any of the following 26 states: AZ,
CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR,
PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are
able to live and work full-time in one of the states listed above.
State locations and specifics are subject to change as our hiring
requirements shift.
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At Guild, we uphold our Core Values in everything we do. Our team
emphasizes our Core Values in the following ways:
Guild's Knowledge Management (KM) team is seeking a Senior Manager
to drive the future of the KM function across the company. This
person will lead a diverse team of writers, content strategists,
and program managers in our Member Services business unit. The KM
team handles internal and external content including knowledge
bases, email templates, and will be looking for opportunities to
expand to external content. This content is crucial in enabling
300+ customer-facing staff to do their jobs effectively.
We are looking for someone who can balance big picture thinking and
operational excellence. In this role, you will guide the vision and
strategy for the KM function, continue to scale content strategy
and governance practices, and partner with cross-functional teams
to continue to mature our KM function to drive both quality and
scalability. The role requires exceptional leadership skills,
agility, and a strategic approach to finding solutions to drive
desired business outcomes.
As a Senior Manager, you will:
Be accountable for KM strategy, processes, and systems to ensure
that customer-facing employees have the information they need to do
their jobs effectively and the information is useful & adopted
Partner with Member Services leadership to evolve KM strategy,
including identifying opportunities for improvement, long-term
investments that need to be made, and/or opportunities to expand
external content
Partner with Product and Engineering teams to continue to improve
the KM system and work with the Process team to document business
requirements as needed
Develop scalable workflows, deliverables, and governance plans that
meets business needs
Continue to identify waste & opportunities for improvement in
procedures for gathering, storing, organizing, sharing and
optimizing content
Continue to drive the adoption of the KM governance plan to ensure
complex information is accurate and up-to-date
Lead, grow, and develop a KM team through performance management
and coaching
Provide content direction and reviews while managing workloads
Improve on writing standards and templates that enable content
writers to communicate complex information clearly, concisely, and
accurately
Collaborate with the Training, Process, and Quality Assurance team
to ensure Guild is providing a comprehensive set of solutions to
support student-facing staff and creating resources which drive
process understanding, adoption and adherence
You are a strong fit for this role if you have:
Required competencies
7+ years experience in content strategy and/or knowledge
management
3+ years of functional knowledge of content management systems
tools and technology
Demonstrated ability to collecting and analyzing data to make
content recommendations
Demonstrated ability to work cross-functionally across multiple
levels, influencing others to build alignment and streamlined
processes that drive business goals
Demonstrated ability to oversee the creation of high quality,
user-facing deliverables to drive understanding based on complex
policy and process information
Preferred competencies
3+ years of people management experience
Experience working with Salesforce, Guru, Confluence, and/or other
service tools
Experience with automating knowledge and integrating knowledge
systems alongside with other support technology
Management and/or delivery experience of user-facing business
process deliverables (e.g. Standard Operating Procedures, Work
Aids, Work flows)
Exceptional writing and editing skills with experience in
developing and maintain quality standards
We feel passionately about equal pay for equal work, and
transparency in compensation is one vehicle to achieve that. Total
compensation for this role is market competitive, including a base
salary range of $110,000 - $136,250, as well as company stock
options. is increasing economic mobility for working adults by
partnering with the to offer to their employees via our marketplace
of nonprofit universities and education institutions. Guild's
proprietary technology platform facilitates the administration of
this innovative benefit and our team of coaches helps each employee
navigate the path back to school, providing individualized support
from day one through program completion.
Guild is a - and with a is one of the highest-valued, privately
held education companies in the world, and the only one led by a
woman. Guild's investors include Ken Chenault, General Catalyst
Partners, chairman and former CEO of American Express, Emerson, and
Iconiq.
Guild Education is an equal opportunity employer. We celebrate
diversity and are committed to creating an inclusive environment
for all employees. If you have a disability or special need that
requires accommodation, please let your recruiter know. We
currently offer the following benefits:
Guild requires COVID-19 vaccines for all employees and guests
attending Guild events or entering Guild offices. As of February 1,
2022, we will be expanding our in-person vaccination requirement to
include booster shots. We will be using both Clear's Digital
Vaccine Card and state-sponsored vaccine passports to verify proof
of vaccine. Accommodations or exceptions can be requested for
medical or religious reasons.
PRIVACY NOTICE
I understand that I am applying for employment with Guild Education
and am being asked to provide information in connection with my
application. I further understand that Guild gathers this
information through a third-party service provider and that Guild
may also use other service providers to assist in the application
process. Guild may share my information with such third-party
service providers in connection with my application and for the
start of employment. Guild will treat my information in accordance
with Guild's .
I have reviewed and agree to Guild's as well as the privacy
policies of the third-party service providers used by Guild
associated with the application process.
Keywords: Guild Education, Detroit , Senior Manager, Knowledge Management (Remote), Executive , Detroit, Michigan
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