Knowledge Base Management Manager

Summary

Join Sand Cherry Associates as a knowledge base management professional to collect, organize, edit, optimize, and create content for a digital knowledge base. In this role, you will be responsible for building content for thousands of remote telecommunications workers with easy access to answers, guides, FAQs, and support resources.

Requirements

• Bachelor's degree in English, Communications, or a related field
• Experience working in telecommunications required with specific knowledge of technical activities conducted by field personnel servicing customer accounts
• 5+ years of experience in content development, knowledge base management or a similar role
• Excellent written and verbal communications skills. Experience developing taxonomies
• Must have proficient PPT and project management skills
• Strong attention to detail and ability to meet tight deadlines
• Knowledge of best practices in translating materials to foreign languages and/or more inclusive and accessible formats
• Experience with project management tools and collaboration platforms
• Ability to work independently as well as collaboratively in a team environment
• Highly organized and self-motivated

Responsibilities

• Provide users with easy access to answers, guides, FAQs, and support resources
• Ensure content structure is organized around user queries with tagging, topic categorization, and search optimization for quick, precise access to information
• Create a user experience and taxonomy that is designed with a simple, intuitive interface, often featuring search bars, article suggestions, and feedback options (e.g., "Was this article helpful?")
• Create tests to pilot content. Review analytics to track popular topics, frequent user queries, and refine content plan as needed
• Collaborate with various teams to gather content requirements and ensure accuracy and consistency of information
• Create and enforce content governance standards, including content guidelines, style guide, and best practices
• Coordinate with developers to ensure content is displayed correctly and optimized for users
• Facilitate standardization of content across departments and geographic areas, ensuring the technical protocols are accurately described to the end users
• Review and edit content for grammar, spelling, clarity, and consistency
• Stay up-to-date with industry trends and best practices in knowledge base management
• Develop project plan and roadmap for executing engagement
• Provide executive level status reports in PPT, email and video calls