Manager, Knowledge Ops

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee all activities related to knowledge, including management, capture, sharing, and accessibility of knowledge assets.

• Maintain Knowledge Management and Quality Assurance service levels in accordance with Paylocity standards.

• Collaborate with and assist both internal and external stakeholders to enhance the utilization of knowledge assets.

• Support product and organizational initiatives by enabling or providing effective and easily accessible knowledge assets.

• Work with the internal training department to evaluate and manage employee training requirements and gaps, and develop gap content.

• Lead or collaborate on initiatives related to knowledge, quality, and operations to enhance customer experience.

• Manage, mentor, train, and develop Knowledge Analysts and Coordinators.

• Establish best practices and enhance performance both within the team and across departments.

• Build a team of skilled problem solvers who can work both independently and collaboratively.

• Conduct year-end performance evaluations and manage employee relations activities with assistance from Human Resources.

• Develop, communicate, and track progress towards departmental goals.

• Monitor team workload, volume, priorities, and alignment.

• Hire, onboard, and train new team members.

• Utilize metrics to identify trends, assess effectiveness, and evaluate intervention results.

• Identify and advocate for necessary metrics and reporting, including the development of tracking for metrics yet to be established.

• Leverage metrics to promote continuous improvement, learning, coaching, interventions, and operational enhancements.

• Monitor and assess the Knowledge Management program, including opportunities for external benchmarking and evaluation.

• Engage with Development, Learning and Development, and Service organizations to facilitate solution development and maintenance for Enterprise Search, Information Capture, and Expertise Search.

• Provide training to internal partners and offer suggestions for performance improvements.

⛳️ Requirements

• Bachelor’s Degree in a relevant field or an equivalent combination of education and experience.

• A minimum of two years of experience in Knowledge Management or equivalent experience in Learning & Development and client service utilizing a knowledge base.

• At least 3 years of supervisory or management experience.

• Experience in Operations, Process Improvement, or Project Management.

• Proficient knowledge of MS Office.

• Strong writing and communication skills.

• Excellent problem-solving and analytical abilities.

• Capability to manage change effectively.

• Comfort in dealing with ambiguity.

• A strong desire for continued learning and development.

• Strong technical skills and aptitude for data management.

• Ability to sit for prolonged periods, typically 7 to 8 hours a day.

• Capability to operate computers and phone systems, type, and utilize multiple software programs concurrently.

• Preferred or additional experience in executive-level communication and presentations.

• Preferred or additional experience in Learning & Development.

• Preferred or additional experience with SQL and relational databases.

• Preferred or additional experience with Salesforce dashboards and reporting.

• Preferred or additional experience in vendor management, requests for proposal, requirements building, and implementation.

• Preferred or additional experience with Lean Six Sigma methodologies.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401(k) matching.

• Benefits and perks that support employees, families, and financial well-being.

• Opportunities for career development.

• Eligibility for annual bonuses.

• Restricted stock unit grants based on individual performance.

• Reasonable accommodations for applicants and employees with disabilities.