Knowledge Manager

Masco Corporation • Indianapolis, IN

1d • Remote

About The Position

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. As a leader in the plumbing industry, we take pride in our dedication to quality, sustainability, and customer satisfaction. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence. Your role at Delta Faucet: The Knowledge Manager is responsible for managing the Delta Faucet Company CRM knowledge base. They oversee authoring, editing, and publishing all knowledge articles. They work closely with the Customer Solutions department, contact centers, and other DFC departments regarding knowledge article needs and works to fulfill those needs. The Knowledge Manager also leads ongoing documentation and training to maintain and educate on current and historical product information. This role requires extensive product (both breadth and depth), systems and process knowledge, as well as technical writing capabilities.

Requirements

• Deep understanding of DFC products and how to use relevant knowledge base systems
• Strong written and verbal communication with internal and external customers
• Excellent presentation and communication skills to deliver engaging and relevant training sessions
• Strong writing and editorial skills, with an ability to maintain consistency and brevity
• Ability to manage, track, and present all product and service-related information in one system
• Leadership and self-motivation to identify and drive projects to success
• Highly organized and detail oriented to allow for developing and maintaining training material on a variety of topics
• Cross-functional involvement & point person for all knowledge base article activities
• Strong ability to prioritize multiple requests from multiple parties
• Able to create a structure and process for identifying future knowledge base needs
• A keen vision for how the knowledge base can be used to enhance DFC’s service capabilities and driven to implement

Responsibilities

• Ownership of the knowledge base which includes (and not limited to) authorship, modifications, and publishing of all knowledge base articles and content
• Monitor multiple sources of information for additions to the knowledge base or updates of existing articles
• Leverage multiple formats to deliver the information
• Manage the Knowledge Community
• Contribute to creation and delivery of product and service training materials
• Work closely with our learning management systems and responsible parties
• Attend necessary informational meetings and work closely with content creators
• Author and edit FAQ articles on product websites
• Regular knowledge base reviews with knowledge content key stakeholders internally and externally
• Technical document and material information accuracy and error reporting

Benefits

• Recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• LinkedIn Learning access; internal opportunities to work on projects cross-company.
• Four employee-led and self-directed Business Resource Groups; Paid volunteer day annually; Employees share their time, skills and talent with charities and nonprofit organizations across the U.S. and around the globe.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed