Program Manager - Knowledge Management and Enablement

About the position:

We are seeking an experienced Program Manager to lead the development and implementation of our Customer Solutions Group’s (CSG) Knowledge Management strategy, focusing on Knowledge-Centered Service (KCS) best practices and other internal enablement efforts. The successful candidate will be responsible for designing, planning, and executing programs that support knowledge sharing, documentation creation, and reuse across multiple teams and departments.

Key Responsibilities:

• Program Strategy and Planning:

  • Develop and execute a comprehensive program plan to continue the rollout of KCS initiative to all required groups across Netskope.
  • Improve the strategy of the internal enablement series and continue ensuring high quality and high impact sessions are conducted by working with experts from different departments.
  • Work with stakeholders to define metrics for success and establish key milestones.

• Knowledge Management (KM):

  • Understand all the knowledge-sharing systems, processes, and tools to capture, share, and reuse organizational knowledge.
  • Work with Netskope tech pubs to provide feedback on areas of documentation improvement based on feedback from users and tools.
  • Track the close loop activities by using data from tools and ensure completion of the close loop activities.
  • Foster a culture of collaboration and knowledge sharing across teams and departments.

• Knowledge-Centered Service (KCS):

  • Implement KCS principles and best practices throughout the organization.
  • Maintain a shared repository of knowledge articles, which are updated and refined through feedback from customers, experts and KCS members

• Enablement:

  • Improve the existing internal training programs to enhance employees' knowledge with Netskope features and functionality.
  • Provide training, coaching and guidance to teams on KCS process and methodology.

• Stakeholder Engagement:

  • Collaborate with departmental leaders to drive KCS, and enablement initiatives through cross-functional working groups and task forces.
  • Communicate program progress, successes, and challenges regularly to stakeholders at all levels of the organization.

• Program Execution:

  • Oversee daily activities related to KCS, and enablement programs, such as data collection, reporting, and performance monitoring.
  • Hosting the internal enablement sessions and coordinating with panelist from different teams across the organization.

• Metrics and Evaluation:

  • Establish and track key performance indicators (KPIs) for program success, including adoption rates, knowledge quality, and user satisfaction.
  • Conduct regular evaluations of program effectiveness to identify areas for improvement.

Additional Responsibilities:

• Analyze business needs and opportunities to apply knowledge management, KCS, and enablement strategies to improve organizational efficiency, innovation, and customer satisfaction.
• Identify and mitigate risks associated with the implementation of KCS, and enablement programs.
• Collaborate with IT teams to develop and implement technology solutions to support knowledge management systems and workflows.

Requirements:

• Bachelor's degree in a related field (e.g., Business Administration, Computer Science, Communications) or equivalent experience.
• At least 5 years of proven experience in program management, ideally in Knowledge management, KCS, enablement, or related areas.
• Strong organizational and leadership skills to manage multiple stakeholders, priorities, and project tasks simultaneously.
• Excellent communication and collaboration skills to ensure effective stakeholder engagement across various levels and functions within the organization.
• Experience with analytics software (e.g., Looker), knowledge management systems, and LMS platforms is a plus.

Nice to Have:

1. PMP or Scrum Master certification desirable but not required.
2. Familiarity with Knowledge Management frameworks and KCS principles is helpful.
3. Proven expertise in instructional design, adult education, or facilitation highly beneficial.

Are you ready to take on this exciting role?

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