KCS Program Manager

As the KeepTruckin KCS Program Manager, you will be responsible for developing and implementing a Knowledge-Centered Services (KCS) program across the KeepTruckin Support organization. This role lives on the Knowledge team in the Support Operations department, alongside a team of Content Writers currently responsible for the development, editing, and maintenance of our customer-facing Help Center Support articles on support.keeptruckin.com. You will work closely with the Content Writers, Support Agents, Trainers, Data analysts, and Support Leadership to discover current gaps, develop new processes, get cross-functional buy-in, and roll out a long-term program following the KCS methodology. You will also contribute to the continuous improvement of the Knowledge team’s internal knowledge management processes, as well as provide valued input on improving the customer experience of Help Center and Support.

What You'll Do:

• Own and lead every aspect of the KCS initiative: discovery, design, implementation, training, measurement, etc.
• Work to educate and gain consensus on KCS at multiple levels of organization, from Tier 1 agents up to Executive leaders.
• Interview support agents, support agents, and content writers to understand current workflows, knowledge gaps, and opportunities.
• Lead design sessions with stakeholders to create processes that fit into existing workflows and maximize the impact of the KCS program.
• Ensure that all processes are documented and accessible by participants in program.
• Work with the Training team to design initial rollout training, as well as integrate KCS training into new employee onboarding.
• Design and lead the KCS coaching program.
• Communicate project progress to stakeholders. 
• Work with Knowledge Manager and Data Analysts to determine KPIs to monitor participation, knowledge quality, and self-service success. 
• Report on KPIs on a weekly, monthly, and quarterly basis.
• Troubleshoot problems and manage changes to ensure program goals are achieved.
• Performs other related duties as assigned.

What We're Looking For:

• Proven ability to design, implement, and lead successful KCS programs in Support organizations – including applying KCS principles in creative ways that fit the organization’s culture and goals
• KCS Practices v5 or v6 Certified
• Motivated to iterate and improve on the KCS program once it’s launched
• Experienced with developing and reporting on KPIs related to KCS program
• Proven ability to gain consensus across multiple levels of the organization
• Experienced in presenting to Senior Management and Executive Leadership
• Adaptable / Flexible – can adjust quickly to changing requirements and remain open to alternative approaches.
• Experienced with Change Management and actively intervening to create and energize change initiatives.
• Willingness to learn and be curious
• Experience with writing and maintaining detailed process/program documentation 
• Excellent written and verbal communication skills in English to technical and non-technical audiences
• Ability to self-motivate and work independently
• Ability to meet deadlines
• Willing to accept and integrate feedback from peers and leaders
• Excited to work in a fast-paced environment with an innovative and hard-working team

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.

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