Job Overview:The AVP, Knowledge Management is responsible for managing services help content, optimizing the customer self-help knowledge base, and transforming the customer service experience. These objectives will be delivered through the oversight of knowledge-related activities, including project related initiatives, migrations across platforms, and working with multiple disparate knowledge management tools. Lead new AI transformative initiatives, guide the knowledge management team in industry standard practices, and coach team members in new technologies.
Responsibilities:- Work with business partners across the firm to create, refine, and deliver knowledge content through knowledge management system
- Utilize data and analytics to identify gaps and overlaps in knowledge, optimize usage, and monitor progress of knowledge management strategy
- Manage projects and execute on deliverables as needed to meet firm objectives
- Implement and manage actionable feedback with business partners to consistently improve the experience
- Manage data gathering and continual content improvements; Optimize call deflection by improving content quality and reducing digital failure rates
- Creates a team environment that encourages and inspires sharing of best practices and seeks new ideas
- Works closely with team members to create meaningful goals and provide feedback to facilitate higher levels of performance and support employee career development
What are we looking for?We're looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates
pursue greatness,
act with integrity, and are
driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we
win together and
create and share joy in our work.
Requirements:- Experience in knowledge management, including industry analysis, market or business practice research, or consulting practice management would be highly desirable
- A minimum of 4 years' experience as a knowledge manager or related field with experience in content creation, governance, and data certifications/attestations
- Experience with AI strategies to include Large Language Models and RAG/Vector methodologies
- Exceptional data management skills, including experience with the following:
- Navigating a complex data environment
- Identifying, extracting, integrating and working with data from multiple systems
Core Competencies: - Forward thinking in long term, constantly evolving AI solutions
- Strong communication skills (oral and written), including demonstrated ability to tactfully interact with business partners at all levels
- Strong teamwork and experience collaborating with individuals across lines of business, functional areas, and different levels within the organization
- Proven ability to lead, develop and coach professionals while possessing strong mentoring and employee development skills.
- Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business
- A commitment to constant self-improvement and a willingness to be coached
Preferences:- Foundational experience with Adobe Experience Management in a cloud environment is a plus
Pay Range: $86,829.00 - $144,715.00
Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play - such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!
