Content Management Lead (Team Lead, Knowledge Specialist)– Hybrid (IN-Indianapolis) R0057499
$31,200–$174,200,000 year
HybridIndianapolis, Indiana, United States
Job Summary
Monitor and respond to internal queries posed by WK team members via the InSys task system, QAMs inbox, and other channels, smartly delegating to appropriate KST team members. Respond to pre-onboarding knowledge buildout tasks, ensuring knowledge exists for efficient incoming order fulfillment. Maintain task status updates so adjacent team members are abreast of inquiry status. Communicate directly with external government agencies to assist with business license research inquiries. Add new and updated license information to the BL Brain Knowledgebase following internal task completion. Actively monitor knowledgebase improvement channels, smartly delegating recapture efforts to KST team members. Conduct sweeps of industry-specific knowledge to identify and remedy outdated or missing information within our internal knowledgebase. Liaise with adjacent teams to organize knowledge buildouts ahead of large incoming clients, renewal season volume increase, etc. Collaborate with Marketing on public facing web material as needed. Assist with structural maintenance, feature development, and troubleshooting related to the BL knowledgebase. Assist with internal cross-team training efforts. Provide overflow assistance to adjacent teams as needed.
Required Qualifications
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future
- Bachelor's degree or equivalent
- 3+ years of experience
- Exceptional interpersonal skills
- Use of considerable tact and discretion when dealing with partners, clients, or sensitive data
- Experience in training, guiding, and mentoring others
- Proven success in meeting deadlines for multiple concurrent projects
- Ability to adapt to a changing regulatory environment
- Excellent organizational and communication (both verbal and written) skills
- Ability and desire to work in a fast-paced environment while effectively collaborating with others
- Excellent attention to detail and high degree of accuracy and consistency
- Consistently respond actively and positively to changing company circumstances
- Experience using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Must be available for weekend shifts
- Must be able to lift 50 lbs
Desired Qualifications
- Knowledge of InSys task management system
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