We are seeking a dynamic and experienced Knowledge-Centered Services Program Manager to lead our efforts in developing and implementing knowledge management strategies based on the principles of the Knowledge-Centered Service (KCS) methodology. The ideal candidate will be passionate about driving continuous improvement, fostering collaboration, and leveraging knowledge to enhance the customer experience.Your role:
Lead the development and implementation of a comprehensive Knowledge-Centered Services (KCS) strategy aligned with organizational goals and objectives.
Champion the adoption of KCS practices across the organization by promoting a culture of knowledge sharing, collaboration, and continuous learning.
Define and document KCS practices, processes, and workflows to ensure consistency and efficiency in knowledge creation, capture, and maintenance.
Develop KCS training programs and provide ongoing coaching and support to teams to build proficiency in KCS methodologies and best practices.
Establish key performance indicators (KPIs) and metrics to measure the effectiveness of KCS initiatives. Analyze data and feedback to identify areas for improvement and drive performance optimization.
Oversee and own the implementation, and optimization of knowledge base platforms to support KCS initiatives and ensure seamless access to knowledge resources for both internal teams and customers. Make key improvements.
Partner with Workforce innovation leader, the Business Unit, Product Support, Circle of Excellence, Sales Service Delivery and other internal stakeholders, including customer support, product development, and IT teams, to integrate KCS practices into existing processes and systems. Collaborate cross-functionally.
Keep abreast of industry trends, emerging technologies, and best practices in knowledge management and customer service. Leverage insights to drive innovation and continuous improvement in KCS initiatives.
You're the right fit if:
You have a Bachelor's degree in business administration, information technology, or a related field. Master's degree preferred.
You have certification in KCS (e.g., KCS Practitioner, KCS Trainer)
You’ve acquired 5+ years of experience in knowledge management, customer service, or related fields. Ideal candidates have proven experience implementing and managing knowledge-centered service (KCS) programs and have a strong understanding of KCS methodologies, principles, and best practices.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
You are an excellent communicator and have strong leadership and interpersonal skills as well as strong analytical and problem-solving skills. You have that ability to influence and drive change at all levels of the organization.
You have proficiency in knowledge base platforms and related technologies.
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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.Philips Transparency DetailsThe pay range for this position is $102,200 to $175200, annually. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.Additional InformationUS work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.Company relocation benefits will not be provided for this position. This is a remote, home-based opportunity.It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran