Manager, Knowledge & Training

Equinix   •  

Sunnyvale, CA

Industry: Enterprise Technology

  •  

5 - 7 years

Posted 31 days ago

The Knowledge and Training leader will have a dual role. They will lead the knowledge team to build out and implement a content strategy designed for accessibility, convenience and resolution. Partnering with key members of the engineering, product management, customer support and marketing teams, the knowledge leader will develop and implement processes across the ecosystem of writers for how content is created, edited and maintained. A strong testing and measurement approach along with a heavy focus on the customer will enable this leader to succeed. The second part of this role will be to act as a thought leader for training working with our in-region trainers to ensure there is a cohesive global strategy

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That's why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it's our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

This position is responsible for coaching, mentoring and leading training team members/managers. Develops and executes global training strategy to achieve key business objectives for both internal and external stakeholders. Designs, plans and delivers training programs and also oversees changes in the curriculum.

Responsibilities


  • Develop a content strategy that supports our internal teams (CSM and Service Desk) and our customers
  • Work with key stakeholders to execute against a strong vision for content creation and content improvement strategy
  • Partner with product teams to define how customer care content should be presented to customers
  • Use learnings from content to improve training and product
  • Manage a team of knowledge curators
  • Collaborate across functional and product groups to plan and drive innovative improvements to methodologies, strategy, and processes
  • Be a key influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization.
  • In partnership with regional trainers, develop a vision for training, driving improvement projects globally
  • Partnering with regional CSM and service desk trainers ensure training plans are connected to the rollout of new strategic programs

Qualifications


  • BA/BS in journalism, English, Business or related areas
  • Participates in the design of their organizations systems to create sustainable, competitive success
  • 5+ years' experience managing teams
  • 3+ years' working in content and knowledge management roles
  • Demonstrated ability in using customer data to make decisions
  • Demonstrated ability to use testing and analytics to improve online experiences, preferably related to content and conversion.
  • Demonstrated proficiency in process development, implementation and improvement across multiple functions/teams
  • Proven ability in developing and driving strategies across multiple functions/teams
  • Excellent decision-making, planning, and customer-interaction skills.
  • Energy and commitment to drive and produce results, quickly
  • Strong partner management skills, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means with both internal and external audiences
  • Comfortable with change, uncertainty and charting new territory

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.