Care Knowledge Manager at Mars, Incorporated in FRANKLIN, Tennessee

Job Description:

Job Description:

At Mars, we are centralizing and enhancing our knowledge management processes to improve the effectiveness of our customer care teams. As a Knowledge Manager, you will be responsible for consolidating knowledge from multiple systems, training both human and AI agents, and continuously refining how we leverage knowledge to deliver exceptional customer service.

What are we looking for?

• Proven experience consolidating knowledge from multiple platforms, including PDFs, videos, internal documents, and various systems such as Adobe Experience Platform, Amazon S3, Atlassian Confluence Cloud and Server, Atlassian Jira Cloud, Google Drive, Github, Guru, Madcap Flare, Microsoft SharePoint Online and Server, Salesforce orgs, ServiceNow, and Zendesk.


• Experience working with knowledge bases across custom sources and external platforms like YouTube and sitemaps for external websites.


• Familiarity with, or certification in, knowledge management processes such as Knowledge Centered Support (KCS) or similar frameworks.


• A minimum of 5 years of experience in knowledge management, preferably in customer service or support environments.


• Experience training both AI and human agents to effectively use knowledge bases and applying continuous improvements based on customer interactions and feedback.


• Proven ability to manage large volumes of content, ensuring that it is organized, accessible, and relevant for customer service operations.


• Strong analytical skills with a focus on improving knowledge relevance and usability for internal teams and customers.


• Excellent communication and collaboration skills, with the ability to work across cross-functional teams (e.g., IT, customer care, marketing) to drive knowledge management initiatives.


• Experience with knowledge management technologies and content management systems, with the ability to oversee implementations, updates, and training programs.

What would be your key responsibilities?

• Consolidate knowledge from multiple systems, ensuring seamless integration of content from sources such as PDFs, videos, internal Mars documents, Adobe Experience Platform, Amazon S3, Atlassian Confluence, Jira, Google Drive, Salesforce, ServiceNow, Zendesk, and more.


• Lead the development and continuous improvement of the Mars knowledge management system to ensure that knowledge is accessible, organized, and relevant for both customer care agents and customers.


• Implement and manage a knowledge management framework, such as Knowledge Centered Support (KCS), to drive the effective use of knowledge across all channels and teams.


• Train AI-powered chatbots and human customer care agents to utilize the knowledge base efficiently, ensuring they have access to the right information at the right time.


• Monitor the relevance and usage of the knowledge base, leveraging data and customer feedback to continuously improve the system.


• Collaborate with cross-functional teams, including IT, marketing, and customer care, to ensure that knowledge content is aligned with broader business goals and customer needs.


• Develop and execute training programs for customer care teams to improve their ability to use and contribute to the knowledge base.


• Oversee the organization and categorization of knowledge content to optimize searchability, ensuring that agents can easily find the information they need to assist customers effectively.


• Ensure compliance with knowledge management best practices and data governance standards across all platforms and content.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.


• Join a purpose-driven company, where we're striving to build the world we want tomorrow, today.


• Best-in-class learning and development support from day one, including access to our in-house Mars University.


• An industry competitive salary and benefits package, including company bonus.

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#TBDDT

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.