INACTIVE

Full-Time

Director – Knowledge Management

Posted on 3/15/2023

WalkMe

1,001-5,000 employees

Digital adoption platform

Data & Analytics

Compensation Overview

$165,000 - $215,000

Senior, Expert

San Francisco, CA, USA

Required Skills

Management

Salesforce

JIRA

Confluence

Data Analysis

Requirements

15 + years of experience within Knowledge Management discipline with 8+ years leading a Knowledge Management programs and teams focused on developing global KM, content, and training strategies required for customers, partners, and internal users
You have a digital-first orientation and are constantly scanning for the right solutions to automate and differentiate performance
You are an advocate of diversity, inclusion and accessibility, with experience leading inclusive teams
Experience in multi-channel knowledge management environments
Lead programs around Knowledge Management that involve a variety of WalkMe teams (e.g. IT, Data, Operations, Services, and GTM)
Experience scaling and optimizing branded support communities
Experience working with Salesforce, JIRA, Confluence, other services tools

Responsibilities

Grow our team of Instructional Designers and Content Writers who work together to provide in-person, online and blended curricula and on-demand access to knowledge solutions that meet customers with efficiency, accuracy and quality
Lead the design and development function, and the learning portfolio of in-person, online and blended curricula
Maintain instructional design standards by defining processes, tools/templates and guidelines for use throughout WalkMe
Partner with WalkMe teams and Strategic Customers to ensure that content is delivered in a seamless and thoughtful way that supports excellent and personal customer interactions
Develop customer, partner, and CX partner enablement knowledge management framework, systems, and processes required to bridge the gap between our CX systems, IT systems, and our knowledge bases
Develop digital strategies to shorten the path between customer needs and positive outcomes
Improve customers' experience through a Knowledge-centered Service (KCS) methodology
Evaluate new technologies as appropriate, including federated search, AI/ML-driven and ChatGPT tools
Control the accessibility, look and feel, and flow of knowledge within the organization and to external parties
Help the team capture new knowledge from multiple sources and teams with the usage of a knowledge base
Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
Provide relevant coaching, training, and support to champion a knowledge management culture

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today’s overwhelming digital world. Through WalkMe’s guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

As our Director of Knowledge Management you will report to the VP, Technical Success Group and deploy knowledge, training, and content strategy for our global customers, Partners and internal stakeholders. You will ensure the global Customer Experience team and our service partners have the knowledge and content necessary to enhance the customer experience. If you enjoy leading the development of knowledge, training, and content strategy across multiple channels including, email, webchat, chat, and phone, we’d like to talk to you.

What You’ll Own

Grow our team of Instructional Designers and Content Writers who work together to provide in-person, online and blended curricula and on-demand access to knowledge solutions that meet customers with efficiency, accuracy and quality
Lead the design and development function, and the learning portfolio of in-person, online and blended curricula
Maintain instructional design standards by defining processes, tools/templates and guidelines for use throughout WalkMe
Partner with WalkMe teams and Strategic Customers to ensure that content is delivered in a seamless and thoughtful way that supports excellent and personal customer interactions
Develop customer, partner, and CX partner enablement knowledge management framework, systems, and processes required to bridge the gap between our CX systems, IT systems, and our knowledge bases
Develop digital strategies to shorten the path between customer needs and positive outcomes
Improve customers’ experience through a Knowledge-centered Service (KCS) methodology
Evaluate new technologies as appropriate, including federated search, AI/ML-driven and ChatGPT tools
Control the accessibility, look and feel, and flow of knowledge within the organization and to external parties
Help the team capture new knowledge from multiple sources and teams with the usage of a knowledge base
Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
Provide relevant coaching, training, and support to champion a knowledge management culture

What You Need to Succeed

15 + years of experience within Knowledge Management discipline with 8+ years leading a Knowledge Management programs and teams focused on developing global KM, content, and training strategies required for customers, partners, and internal users
You have a digital-first orientation and are constantly scanning for the right solutions to automate and differentiate performance
You are an advocate of diversity, inclusion and accessibility, with experience leading inclusive teams
Experience in multi-channel knowledge management environments
Lead programs around Knowledge Management that involve a variety of WalkMe teams (e.g. IT, Data, Operations, Services, and GTM)
Experience scaling and optimizing branded support communities
Experience working with Salesforce, JIRA, Confluence, other services tools

What You’ll Love About Us!

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance.
WalkMe is a remote and hybrid work environment for those who chose to come to regional offices (vaccines required) with frequent in-person and virtual social activities to promote positive employee engagement
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey’s, Quest Diagnostics and more!

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

We’ve made this commitment not only because it’s the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we’re not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.

How We’ll Take Care of You

Our job titles may span more than one career level. The starting base pay for this role is between $165,000 and $215,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

WalkMe

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Website

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WalkMe wants to fundamentally transform the productivity of humanity by harnessing the power of technology.

Company Stage

IPO

Total Funding

$579.5M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights

Headcount

6 month growth

↓ -2%

1 year growth

↓ -11%

2 year growth

↓ -15%

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement

INACTIVE