CX Knowledge Managers PDP

This page contains the different roles within the CX Knowledge Managers. Choose the relevant role you want to learn about. You can also enter the “Professional Path” to access the relevant skills and resources (coming soon!). đź”™

Knowledge Managers
Knowledge Experts

Choose the roles

Knowledge Manager
Senior Knowledge Manager
IC Path
N/A
Management Path
N/A

Choose the competencies

All
Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact

Knowledge Manager

Professional Path

Gain and maintain a deep understanding of the ins and outs of the product and CX processes. Consistently stays at the top of their professional knowledge to best position themselves as a trusted advisor to drive customer resolution.

Knowledge

Masters the knowledge within their respective domains, along with an in depth understanding of known limitations and upcoming releases and plans.

Behaviors

  • Is able to successfully and consistently resolve escalated customer issues and drive them to resolution, in a timely manner
  • Is able to gather the needed knowledge from the relevant stakeholders when faced with a question without an answer
  • Demonstrates familiarity with builders’ and other stakeholders’ processes, to ensure effective impact and collaboration
  • Has strong analytical skills, being able to use tools and strategies to identify concrete areas of opportunity to improve

Example: Using data tools to identify a concrete trend in the customer / team member experience.

  • Demonstrates familiarity with CX internal processes, goals and tools and stays consistently connected with the CX squad, to ensure successful delivery of knowledge and impact
  • Continuously looks to expand their level of knowledge through proactiveness and curiosity
Communcation

Masters and independently manages any escalated or sensitive customer issues (through CX or directly to customers), demonstrating sound judgment, decision making and communication skills. 

Behaviors

  • Successfully delivers clear and effective written (guru, internal updates) and verbal (dailies, trainings) communication to implement knowledge within their areas of expertise
  • Effectively delivers relevant communication to the builders to best represent our customer / CX interests

Example:  Highlighting areas of customer friction to push for concrete solutions, flagging CX concerns through the release process, etc.

  • Consistently closes the loop with the relevant CX squad on the feedback process, driving engagement and ongoing communication
Collaboration

Build and cultivate strong working relationships with colleagues and stakeholders, fostering a positive environment of collaboration and upholding a high standard of effective and mindful communication.

Behaviors

  • Build and cultivate an ongoing connection with the KEs and the relevant CX squad, positioning themselves as a resource and source of expertise and support
  • Build and cultivate an ongoing partnership within the relevant builders group, ensuring our customer and department voice is represented in an impactful way, and positioning ourselves as the voice and bridge from product to our customers and CX
  • Build and cultivate a strong sense of collaboration with other relevant stakeholders, such as Enablement and Operations, fostering the needed engagement to drive forward impact 
  • Utilizes all available resources and relationships to resolve day to day issues, navigating daily challenges of an ambiguous or uncertain nature with drive and perseverance 
  • Receives and provides feedback effectively to peers, immediate manager and leadership
Proactiveness

Identifies opportunities to improve customer / team member experience in a proactive way within the relevant areas of expertise, proposing concrete and proactive solutions and driving forward its execution end to end.

Behaviors

  • Proactively looks to identify internal challenges and knowledge gaps, through both our department metrics and direct team member engagement, proposing ongoing solutions to bridge them
  • Proactively manages any upcoming release, anticipating potential challenges and customer / team member needs, to ensure our internal readiness to support it
  • Proactively looks to ensure our internal documentation remains up to date, constantly updating internal resources through every interaction
  • Proactively escalates to relevant stakeholders (builders, Ops, CX leadership) relevant customer points of friction to improve the user experience
  • Identifies internal challenges, tackle them as an opportunity to propose solutions and change through a “can do”, solution oriented mindset
  • Actively sharing ideas, best practices, and innovative solutions with the team to foster a culture of continuous improvement
Ownership and impact

Takes full ownership of the flow of knowledge within their areas of expertise, ensuring our internal teams are properly equipped to handle customer inquiries successfully. 0

Behaviors

  • Takes ownership of any escalated inquiry or ticket, ensuring we drive customer resolution. 
  • Applies creativity and critical thinking to bring forward concrete impact and solutions to improve the customer and team member experience (through knowledge, product improvements, etc.) 
  • Takes ownership of the appropriate handling and strategy of inquiries within their areas of expertise, identifying the proper tool and method for resolution 

Example: Identifying types of inquiries that can be best handled through automated, efficient flows (e..g chatbot).

  • Performs core role responsibilities independently
  • Demonstrates adaptability and flexibility, devising creative solutions in ambiguous or uncertain scenarios
  • Seeks growth and development through feedback and a proactive search for opportunities

Senior Knowledge Manager

Professional Path

In addition to core Knowledge Expert (KE) responsibilities, advanced skill level for Senior KE.

Knowledge

Positions themselves as a resource and point of knowledge / expertise  beyond their specific domains, to help support and strengthen professionally the team as a whole. 

Behaviors

  • Masters a team wide, cross area of expertise or ongoing process 

Example: Knowledge management, communication, reporting, internal processes / tools, etc.

  • Demonstrates familiarity and knowledge of department and cross department processes beyond their specific domain
  • Stays up to date with the market and industry offerings around Knowledge Management, to help innovate and tackle challenges creatively and effectively
Communcation

Successfully communicate strategic changes top-down and bottom-up, taking all stakeholders in consideration &  building a communication plan.

Behaviors

  • Demonstrates strategic communication skills with internal and external stakeholders, being the main focal point and confidently representing our customers / CX to the builders and vice versa
  • Coaches fellow team members and acts as a point of resource and example to follow
  • Independently acts as a representative of the team (and department) in company wide forums and strategic discussions
  • Proactively thinks of ways to improve our communication processes at scale with internal and  external stakeholders

Example: Improving our communication with builders around the release process, building an ongoing communication process with TS, etc.

Collaboration
Positions themselves as a team wide resource, driving team wide collaboration to drive success.

Behaviors

  • Looks to increase the internal collaboration of the Knowledge group as a whole, identifying  areas of opportunity to improve our processes and proactively initiating solutions to bridge them.

Example: Pushing forward solutions to improve the KE/KM ongoing collaboration and knowledge sharing.

  • Identifies areas of opportunity in our joint processes with internal and external teams, executing and driving process building to enhance our operations and impact
  • Works to mitigate future ambiguity and to anticipate upcoming challenges  through collaboration with internal and external stakeholders
  • Able to provide constructive and solution-minded  feedback to peers and leaders for collective team success
Proactiveness

Proactively identifies and brings forward concrete solutions to team / department wide challenges and areas of opportunity, taking full ownership of them. 

 

Behaviors

  • Looks to actively optimize our internal processes and impact within the different components of the role

Example: 

–  Improving the ways and tools through which we share and implement knowledge in the team.

–  Ensuring our internal knowledge collection is accurate and trusted, while looking to innovate our knowledge management processes.

–  Looking to enhance and innovate our VOC practices through partnering with external AI providers, improving our tagging resources, etc. 

  • Continuously looks at ways to improve the team’s positioning as a resource and expertise to the department
  • Brings forward critical thinking, adaptability and initiative to anticipate future challenges and optimize our team practices at scale
Ownership and impact
Independently tackles and owns team/ department wide strategic initiatives end to end – from initiating and identifying a pain, to proposing concrete solutions, driving execution and iteration. 

Behaviors

  • Is able to balance high level, strategic thinking along with a detail oriented mindset to drive forward both vision and execution
  • Represents and leads the group in department wide initiatives and task forces, deepening the involvement in organization-wide processes and creating impact at larger scale

Example: Chatbot, Email bot task force, etc.

  • Becoming a champion of change, leading the organization in any change of process/new tool implemented

N/A

Professional Path

The IC roles are not yet available in this path. Stay tuned!

Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact

N/A

Professional Path

The managerial roles are not available yet in this path. Coming soon, stay tuned!

Knowledge
Communcation
Collaboration
Proactiveness
Ownership and impact