Manager Knowledge & Communication (Contact Center)

About us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

About the role
The Manager of Knowledge & Communication leads a team of knowledge management and communication team members to provide support across the Contact Center Shared Service supporting the KnitWell Group of brand retailers (E.g., Ann Taylor, Chico’s, Haven Well Within, Talbots, Lane Bryant, Cacique, LOFT, SOMA, and White House Black Market).  The ideal candidate would have a genuine passion for team members and customer experience. This role is responsible for developing and delivering against a knowledge management & communication strategy that supports our internal and external (BPO Partner) team members and leaders in their development and service delivery to our customers. The Manager of Knowledge & Communication leader plays a critical role and partnership with the HR, Staffing, Analytics & Technology, and Hiring partners.

The impact you can have

• Developing and implementing knowledge management policies and procedures to govern the creation, validation, and updating of knowledge assets
• Build, manage, and set the direction of the Knowledge Management (KM) Framework and knowledge management & communication team members.
• Create, capture, organize, and assess knowledge & communication assets for enterprise use.
• Coordinate with cross-functional organizations to align KM strategy with contact center organizational learning strategies.
• Develop a robust roadmap strategy for implementing knowledge management & communication programs that build upon industry best practices and leverages tooling and process advancements.
• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.
• Support the development and implementation of training on KM processes and tooling.
• Assist with resource planning as applicable to strengthen and expand KM initiatives.
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
• Be the thought leader on KM Framework implementation within site operations and share learnings and best practices broadly within the Contact Center Shared Service organization.
• Bring relevant industry insights to incorporate into the KM Framework.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.

You’ll bring to the role

• Bachelor’s degree in business management or equivalent 4+ years’ experience in implementing or leading KM strategies preferred.
• Experience in building KM programs within a large organization.
• Proven experience in leading teams to deliver impact.
• Managing a team that implemented a knowledge management framework.
• Possess strong intellectual curiosity and is detail oriented.
• Proven track record of outside the box thinking, with strong analytical skills to solve problems.
• Thrive in a fast-paced environment with the ability to manage several priorities.
• Possess a collaborative approach while being self-motivated and working independently.
• Proficient PC Skills: Microsoft products (E.g., Word, Excel, PowerPoint, Outlook, SharePoint, OneDrive)

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*
• Medical, dental, vision insurance & 401(K)*
• Employee Assistance Program (EAP)
• Time off – paid time off & holidays*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position works in a hybrid model, with 2 days per week worked in the Etna, OH location and 3 days per week worked remotely.

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Location:

Corporate ascena – Remote

Position Type:

Regular/Full time

Equal Employment Opportunity