Knowledge Program Manager, Player Support [80829]

We’re partnering with a leading industry company to find a skilled Knowledge Program Manager, Player Support. This hybrid, long-term role is based in a flexible location, supporting a global organization committed to enhancing player and support team experiences.

The application deadline for this role is Jan 12, 2025.

Knowledge Program Manager, Player Support Responsibilities:

• Lead initiatives to enhance knowledge management practices that serve agents, players, and support processes, ensuring continuous improvement.
• Develop strategies to expand the reach of player-facing support resources, focusing on AI effectiveness and promoting self-service options.
• Recommend and implement tools and processes, including knowledge management platforms and AI solutions, to optimize content delivery and utilization.
• Create, review, and update knowledge articles, macros, and communication materials tailored for global audiences.
• Track and analyze the performance, adoption, and sentiment related to knowledge programs and tools to drive ongoing enhancements.

Knowledge Program Manager, Player Support Qualifications:

• Two to four years of experience in a knowledge management role.
• Proven expertise in utilizing AI or large language models within knowledge management systems.
• Ability to develop and oversee strategic knowledge initiatives that improve operational efficiency.
• Strong written communication skills, with experience aligning content to specific styles or voices.
• Experience managing knowledge workflows in support or service delivery environments, such as ITSM, HR, or customer support, is preferred.

Perks and Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• Commuter Benefit.
• eLearning and Ongoing Training.
• Education Reimbursement.

Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.