Knowledge Program Manager

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That's the power of data in motion in action-giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we're building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow-whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

About the Role

The Knowledge Program Manager will take the lead in optimizing external and internal knowledge across the Confluent Customer Solutions Group. This will require developing and implementing the knowledge management strategy, implementing KCS, optimizing external and internal Knowledge Base platform(s), and communicating quantitative results.

As a member of the Customer Success Knowledge team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage knowledge operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with internal partners/stakeholders to provide stellar support, you'll drive reach, satisfaction, and resolution - making Confluent Knowledge Base an exceptional user experience for everyone.

Location: Remote, USA

What You Will Do:

• Create and manage the internal and external Knowledge roadmap. Ensure ease of use for our employees and customers to quickly find answers to questions in a self-service environment.
• Help design, implement, and maintain oversight of the knowledge management system.
• Implement and own the KCS program within a highly distributed global customer success organization.
• Manage and communicate quantitative and qualitative results of the KM strategy.
• Partner with cross-functional teams to develop and maintain the overall content management strategy.
• Establish writing guidelines and knowledge architecture based on best practices, and conduct training, and feedback loops to ensure adoption and consistency.
• Coach and develop a team of cross-functional authors within the customer success organization.
• Implement and lead a Knowledge SME Council
• Partner with CSG Scale team, aligning knowledge to digital scale programs
• Remains abreast of knowledge management best practices.

What You Will Bring:

• 2+ years of experience understanding customer-facing environments
• 1+ years of experience in managing large and complex projects and programs, change management, and working across functions with multiple stakeholders
• Experience related to content management and writing/ publishing skills of technically oriented materials in a SaaS environment

What Gives You An Edge:

• 1+ years of experience in Knowledge Management positions
• Experience with implementing Knowledge-Centered Service (KCS) - certification a plus
• Experience using knowledge management software applications - preferably Salesforce or solutions such as Zendesk or Confluence

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Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Confluent requires all employees (in office and remote) in the U.S. to be vaccinated for COVID-19. Consistent with federal, state, and local requirements, Confluent will consider requests for reasonable accommodation based on medical conditions/contraindications or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.