The Knowledge Management Associate Director is responsible for developing, maintaining and continuously improving the GSC Knowledge Management Platform. This role ensures that all guest-facing and internal resources—including SOPs, escalation guidelines, FAQs, troubleshooting workflows and system documentation for both B2B and B2G, are accurately structured, updated and easily accessible to all GSC staff and external support teams.
By aligning knowledge resources with operational needs, the manager plays a key role in enhancing efficiency, reducing resolution times and ensuring a seamless guest experience.
- Knowledge Management System Development & Maintenance
– Build & maintain a centralized Knowledge Management Platform that houses all guest support materials, including process documentation and training guides
– Ensure real-time updates and version control to reflect changes in procedures, policies, and workflows
– Implement categorization, tagging and search optimization to enhance usability and accessibility for GSC agents
- Content Curation & Process Alignment
– Work closely with the rest of GSC teams to ensure that all guest-facing and internal workflows are accurately documented
– Develop structured escalation paths and troubleshooting guides to improve first-call resolution (FCR) rates
– Align knowledge resources with BPO teams, IT teams and operational stakeholders to ensure consistency in service delivery
- User Training & Performance Monitoring
– Conduct knowledge-sharing sessions to ensure GSC agents are fully equipped with up-to-date information
– Gather feedback from frontline teams to identify gaps in knowledge resources and continuously improve content
– Track usage metrics and knowledge access patterns to refine and enhance the platform based on real-time needs
Requirements
- Education:
– Bachelors or Masters degree in Knowledge Management, Information Systems, Business Administration, or a related field
- Experience:
– 12+ years in knowledge management, content strategy or process documentation, preferably within customer service/contact center environment and exposure to both B2B and B2G ecosystems
- Technical Skills:
– Strong experience with knowledge management platforms, CMS systems, CRM tools and AI-powered search solutions
- Soft Skills:
– Excellent attention to detail, organizational skills and ability to translate complex processes into clear, structured documentation
