Job Description:

The Director, of Knowledge Management (ACX Help Center Experience) will lead our knowledge strategy and drive customer delight. You'll be responsible for managing the ACX Help Center site, improving its user experience, and ensuring content quality.

Key Responsibilities:

• Develop and implement an enterprise-wide knowledge management strategy.
• Lead content creation, lifecycle management, and governance.
• Manage and improve knowledge base systems.
• Own performance and enhancement of help center tools (Salesforce).
• Lead and train a knowledge management team.
• Collaborate with cross-functional teams (SEO, UX/UI, Engineering, Product)
• Champion data-driven decision-making and continuous improvement.

Qualifications:

• 4+ years of knowledge management, digital self-service, or product management experience.
• Strong understanding of web best practices (UX/UI, SEO, A/B testing, website performance).
• Experience with Salesforce Service Cloud and Communities (preferred).
• Excellent leadership, communication, and collaboration skills.
• Experience managing global teams and diverse audiences.
• Ability to work in a fast-paced, results-oriented environment.

Benefits:

• Competitive salary and benefits package
• 401k Retirement Fund
• Hybrid work model (work from hub or home)
• Opportunity to work in a dynamic and innovative industry

Keywords: Knowledge Management Director, ACX Help Center, audiobook, customer experience, content strategy, data-driven, leadership, SEO, Salesforce, hybrid work, technology, healthcare, IT, career opportunities.

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