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Knowledge Centered Service Program Manager

Company: Fortinet
Location: Sunnyvale
Posted on: June 16, 2022

Job Description:

The Knowledge Program Manager (PM) is a key individual within the global Customer Services and Support organization who will have overall responsibility for success of the knowledge program and it's outcome; establishing utilization of Knowledge-Centered Service (KCS) methodology within the Fortinet global Technical Assistance Center (TAC) organisation.KCS is an industry best practice and methodology that shifts fundamental culture towards the capture and re-use of knowledge, enabling fast location of existing knowledge for optimal case handling and strongest possible customer experience.The Knowledge Program Manager will build and drive a knowledge strategy leading to most efficient growth and success. The role will entail establishing strong working relationships with Fortinet Community and Knowledge Base platform stakeholders; building a solid bond between the knowledge platform and support processes, tools and platforms; facilitating the journey both customer and internal, by locating knowledge for effective re-use, or in contributing to the Knowledge Base where knowledge does not already exist.The goal of the Knowledge Program will be to fast-track the path to resolution wherever possible, reduce the burden on support teams and thereby increase bandwidth for teams to focus on higher profile or more complex customer cases.The Knowledge Program Manager will be accountable for development and evolution of KPIs and for effective reporting on delivery performance reflecting the effectiveness of knowledge utilization methods.The successful Knowledge Program Manager will have a proven track record of success in building knowledge-based support culture, will bring high energy and enthusiasm and instill a strong sense of engagement and excitement for the program throughout the organization. The role is based in Fortinet's brand new headquarters building in Sunnyvale at the heart of Silicon Valley, with core hours in the US while working effectively across globally remote teams.Note: KCS is a service mark of the Consortium for Service Innovation TMFull ResponsibilitiesThe role of the KCS program manager includes but is not limited to the following responsibilities:Development, implementation, and continuous improvement of strategy for Knowledge-Centered Service (KCS) across Fortinet global TAC and Customer Service (CS) teams.Provide Knowledge Management (KM) thought leadership, creating a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.Using learnings from projects, research and benchmarking activities for continuous improvement.Perform a lead role in shaping existing knowledge base and platforms with both internal and external focus, including appropriate methods to make knowledge searchable and consumable through tagging and indexing.Designing, implemention of core practices which define content standard, quality and assessment which lead to a consistent experience that continuously improves the customer experience.Program management of KCS adoption; establishing and driving regular meetings within and across teams and advising and educating around online support optimisation.Auditing and adaptation of existing content. Creating a migration plan and executing on the plan with the adoption team.Collaborating with CS and TAC managers across all regions globally to define and deliver a comprehensive training program that incorporates roles and skillsets key to the KCS strategy.Create and drive onboarding structure and drive through those teams to ensure that all new resources are stood up KCS-ready.Establishing accountability in all line managers to make KCS a core competency, integral to business processes and success.Manage tools, metrics and reporting needed to perform program oversight and governance; providing knowledge workers with continuous visibility to the impact of their contributions.Regularly reporting on performance metrics and insights as they pertain to the program to assist leadership to drive continuous improvement.Address any process issues identified through feedback from the global support team, and follow up with the relevant stakeholderPartner with other Support and Customer Success teams to ensure effective cross-functional knowledge managementDesired Skills & ExperienceKCS methodology and practices - good operational understanding of KCS methods and knowledge use cultureService DNA - understanding customer service excellence inside-out and identifying areas for improvement on a daily basisAnalytical Ability - effectiveness in analyzing metrics and KPIs and ability to draw actionable conclusions from that data.Task Management - must have excellent organizational skills and be able to manage workload with concurrent tasks efficiently. Must be able to take action and progress issues in a timely manner.Adaptability - must have flexibility to adopt new approachesPerforms well under pressure, maintaining effective decision makingRelationships - building and sustaining key relationships to build a successful business partnership, excels at cross-functional collaborationInfluence - using appropriate interpersonal styles and methods of communication to influence others positively to meet objectives of all parties and lead through changeTeamwork - collaborating with and promoting collaborationCommunications - strong communicaton skills, both written and oralProactive, Accountable, Positive, Professional and Collaborativel at all timesAbility to travel up to 20% of the timeEducation & LanguagesExcellent spoken & written EnglishBachelors Degree or equivalent3+ years Customer Support or Operations experience, or similar technical field, preferably in a global organization --- Operational excellence experienceStrong ability in Microsoft Office tools including Word, Excel and Powerpoint#GD#LI-MG1Full time

Keywords: Fortinet, Sunnyvale , Knowledge Centered Service Program Manager, Executive , Sunnyvale, California

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