HR Knowledge Base Manager

Charles Schwab   •  

Phoenix, AZ

Industry: Finance & Insurance

  •  

Less than 5 years

Posted 62 days ago

This job is no longer available.

What you'll do:

  • Partner closely with internal stakeholders, business teams, and operations team members to translate complex processes into simple, end-user-focused solutions.
  • Create clear, efficient, compelling knowledge content within team style guidelines.
  • Anticipate operations team needs, and work with business teams to develop content that drives engagement, improves case deflection, and decreases case handling time.
  • Update content and communicate changes as data and business needs change.
  • Manage communication between the business and HR operations to deliver policy and process changes clearly, concisely, and on time.
  • Juggle multiple stakeholders and projects.
  • Develop deep knowledge of the KB content and drive ownership of content for HR functional areas.
  • Build strong relationships with stakeholders and functional teams to solve complex problems through content.
  • Maintain the taxonomy and information architecture used for structuring content in the knowledge base.
  • Facilitate and/or perform regular content certification and audits.
  • Manage intake of knowledge management requests.
  • Present on knowledge base usage to new HR partners.
  • Provide ongoing qualitative and quantitative measurements of content scope, effectiveness, and usage.
  • Participate in the continuous evolution of the content management program.

What you have:

  • Bachelor's degree in Communications, Journalism, English, or related field
  • 3+ years of relevant content management experience
  • Excellent written and oral communication skills
  • Sound editorial judgment
  • Ability to deal with ambiguity and change within a fast-paced environment
  • High level of business acumen
  • Ability to synthesize complex processes into simple and engaging language
  • Demonstrated skills and success in process improvement design and workflow analysis
  • Project management experience
  • Experience in a role with a strong customer focus
  • Demonstrated proficiency in instructional writing

Nice to Have:

  • Experience with content management systems; experience supporting operations teams; familiarity with ServiceNow; and background in information architecture, user experience, or user research are pluses.
  • Proficiency in data analysis and data-based decision making.


20190502-2777