Program Specialist 3

Summary

Join Twilio as a Program Specialist 3 to support the Knowledge Exchange program. Collaborate with internal teams to improve employee and customer experience and maximize AI adoption. Support the knowledge management program connecting employees and customers with solutions through self-service, AI, and assisted support. Manage knowledge bases, analyze data to prioritize knowledge creation and improvement, enforce KCS standards, and create reports on program success. Identify opportunities for improvement and innovation in knowledge management, manage KCS roles and responsibilities, and lead initiatives to enhance KCS adoption. Champion the customer self-service and employee search experience.

Requirements

• Business degree, CS degree or equivalent 3+ years experience
• Hands on experience participating in or leading a KCS program
• Excellent interpersonal skills and ability to foster strong relationships
• Experience with content authoring and publishing
• Ability to proactively communicate and demonstrate strategic and long-term thinking, but with an eye on current operations
• Technical ability to use tools such as Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable etc

Responsibilities

• Collaborate cross-functionally with internal Twilio teams, stakeholders and partners
• Advocate knowledge sharing across Global Operations teams, especially Onboarding & Compliance, Customer Support Operations, and Global Customer Services
• Manage existing knowledge bases, including feedback and curation of published information and editing content for quality and effectiveness
• Analyze feedback, usage, and other data to prioritize creation and improvement of knowledge and the Help Center self-service experience
• Enforce KCS content standards, publishing, and maintenance processes
• Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge and the Knowledge Exchange program
• Identify opportunities for improvements and innovations in knowledge management practices and platforms, such as leveraging automation
• Manage the Twilio Knowledge-Centered Service (KCS) roles, responsibilities and associated programs
• Lead initiatives to implement new features, functionalities, and processes that enhance KCS health and adoption
• Champion the customer self-service experience and employee search experience

Preferred Qualifications

• KCS certification in v6 preferred
• Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and look beyond the obvious to get at root causes
• Experience in an operational or analytical role for a large organization
• Experience in traditional program management principles

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program