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salesforce sql change management ai knowledge management📋 Description
- Own intake, triage, prioritization, production, and publication of readiness requests.
- Lead a team of Knowledge Strategists/Associates.
- Partner with Learning & Development to align knowledge and training content.
- Act as pillar POC for CX Shopper, Customer, and Retailer pillars.
- Drive quality, adoption, and automation/AI in readiness content.
- Lead automation initiatives and AI adoption to scale output.
🎯 Requirements
- 4+ years in process improvement and/or knowledge mgmt in high-volume support.
- Strategic process optimization with limited supervision.
- Experience with Salesforce and Genesys CRM/contact center tools.
- Data-driven: CX metrics (AHT, FCR) and content metrics.
- Excellent written and verbal communication; translate to exec audiences.
- Automation/AI experience to streamline workflows.
- People leadership: mentor and develop individual contributors.
- Cross-functional execution across multiple teams.
🎁 Benefits
- Flex First remote work policy.
- Remote from Canada provinces: ON, AB, BC, or NS.
- New hire equity grant and annual refresh grants.
- Competitive compensation; location-based base pay.
- Comprehensive benefits package.
- Pay transparency and policy details available.
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