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RedHat Knowledge Program Manager in Raleigh, North Carolina

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Knowledge Program Manager to join us in Raleigh, NC. In this role, you will manage our expansive knowledge-centered service (KCS) program across our Global Support, Customer Experience, Customer Platform, and Product Documentation teams. You should be an innovative leader with an ability to evolve our KCS program to achieve outcomes. You’ll demonstrate and amplify KCS program value with associates to increase understanding, enthusiasm, and adoption, use KCS practice from within the support workflow across the customer content ecosystem, and create frameworks for coordinating content plans across content types, including documentation and KCS. As a Knowledge Program Manager, you should be a cross-functional influencer with a positive attitude and an ability to elevate the KCS program in a way that yields results and reaches across the organization. You’ll need to be willing to experiment, encourage new ideas, and get people across the organization excited about the power of KCS to improve the customer experience at scale.

Primary job responsibilities

  • Demonstrate your proactive and vocal commitment in a way that advances the KCS program, working across the broader Red Hat organization as an ambassador who achieves program awareness and visibility

  • Identify and implement opportunities for effective adoption of KCS evolve loop activities, ensuring that KCS strategy and activities reflect the enterprise vision, mission, and goals

  • Develop the KCS program with the awareness of the larger customer content strategy, purposefully connecting KCS content with the larger content ecosystem

  • Lead the development of the knowledge strategy to align with that of the business, focusing on scale and customer experience

  • Collaborate with the support, customer success, customer platform, and documentation leadership to ensure effective solve and evolve loop implementations that align with the overall business outcomes and remove barriers to adoption, including use of KCS for automated issue resolution and coordination of content strategy across content types

  • Represent Red Hat with the Consortium for Service Innovation (CSI) alliance, keeping the alliance updated with best practices and also sharing our innovations back to the Consortium

  • Collaboratively set priorities for KCS training development to support solve loop improvements and advance evolve loop integration with other customer content

  • Identify and promote KCS key performance indicators (KPIs) that track outcomes related to KCS content quality and findability by traditional and artificial intelligence (AI) search technologies

  • Track and report the status of overall KCS program, specifically the metrics, and delivery schedules of various team activities contributing to program success

Required skills

  • Experience or familiarity with the KCS methodology or other knowledge management methodologies

  • Skilled at building collaborative relationships to enable cross-functional communication, trust, and cooperation

  • Experience as a facilitator who knows how to build consensus that achieves successful business outcomes

  • Willingness to experiment and try new ideas that keep strategy in mind while producing results

  • Ability to enable distributed knowledge work

  • Excellent verbal and written communication skills and training skills

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 70391

Category Project Management