Senior KCS Lead
Job Summary
A company is looking for a Senior Knowledge-Centered Service Lead.
Key Responsibilities:
- Implement and manage various aspects of the Knowledge-Centered Service (KCS) program for Customer Care and various organizations
- Drive adoption of the KCS, Intelligent Swarming, and Case Management programs
- Champion a knowledge sharing culture by supporting global stakeholders and partnering with peers to improve self service and Digital CX
Required Qualifications:
- 20+ years experience implementing and managing a KCS Program within a high tech Enterprise level company
- An analytical mindset with the ability to interpret and make data informed decisions
- Experience with Salesforce Service Cloud, Salesforce Knowledge, Salesforce Community, and Salesforce workflows and reporting
- Experience implementing KCS across various organizations and tech stacks including internal process, policies and IA/UX for non-support organizations
- KCS v6 Practices Certification is an advantage
COMPLETE JOB DESCRIPTION
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