At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.This role can be done from homeBuilding the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States from one of our office locations or remotely from home. It’s about impact, not location.#LI-RemoteThe Senior Manager, Content and Knowledge Enablement leader will grow our Knowledge Centered Service Program by supporting the operational model by creating content as a by-product of solving issues, evolving content based on demand and usage, developing a knowledge base that is collectively maintained, and rewarding learning, collaboration, sharing, and improving. This focus will require clear, measurable goals and objectives for KCS adoption, such as improved service efficiency, reduced time to resolution, and enhanced customer satisfaction. Provide ongoing coaching and mentoring to reinforce KCS practices and help team members overcome challenges.Programs of Focus Contact Center Knowledge Centered Service Program:Oversee the creation and delivery of materials that support Sonos Partner agents, ensuring a smooth and comprehensive introduction to the company’s knowledge resources, product services and troubleshooting. Embed Knowledge Centered Service into the workflow for agents and Sonos employees Content and Knowledge Enablement platform Management: Develop and implement content enablement strategies to ensure that knowledge is easily accessible and actionable for all employees and customers using support content.Train and support employees in using knowledge management tools and methodologies effectively.Support AI initiatives with content stored in these platforms (database management) What You'll DoKey Responsibilities:Content Strategy and Development:Deliver high quality, transformational content experiences in an efficient and well managed way to scale in alignment with organizational goals. Oversee the creation, curation, and maintenance of high-quality, relevant content across various platforms and channels.Collaborate with cross-functional teams to ensure content meets the needs of diverse audiences.Knowledge Management:Design and execute knowledge management frameworks and practices to capture, store, and share organizational knowledge effectively.Implement tools and technologies that facilitate knowledge sharing and collaboration.Continuously assess and improve knowledge management processes to enhance efficiency and accessibility through the Knowledge Centered Service approach.Technology & Tools:Evaluate, select, and implement knowledge management tools and platforms to support the organization’s needs.Stay current with industry trends and emerging technologies in knowledge management and content support, recommending and implementing enhancements as appropriate.Stakeholder Collaboration:Work closely with senior leadership, subject matter experts, and other stakeholders to identify content and knowledge needs.Develop strong relationships with key internal and external partners to leverage expertise and resources.Act as a liaison between different departments to ensure seamless knowledge flow and content alignment.Performance Measurement and Reporting:Establish metrics and KPIs to measure the effectiveness of content and knowledge enablement initiatives.Provide regular reports and insights to senior management on content performance and knowledge utilization.Use data-driven insights to make informed decisions and optimize strategies.Team Leadership:Lead and mentor a team of content and knowledge management professionals.Foster a culture of continuous learning, innovation, and excellence within the team.Set clear goals, provide regular feedback, and conduct performance evaluations.What You'll NeedQualifications:Education:Bachelor’s degree in Knowledge Management, Information Management, Business Administration, Communications, or a related field. A master’s degree is a plus.Experience:7-10 years of experience in knowledge management, content management, or a related field, with at least 3-5 years in a leadership role.Proven experience in managing knowledge bases, content support teams, and implementing knowledge management strategies.Experience with guiding thoughtful and effective change management providing direction and leadership through times of change and challenge Skills:Strong leadership and people management skills, with the ability to inspire and motivate a team.Excellent written and verbal communication skills, with a keen eye for detail and content accuracy.Proficient in knowledge management tools and platforms, content management systems, and collaboration tools.Strong analytical and problem-solving skills, with the ability to use data to drive decisions.Ability to work collaboratively across departments and build strong relationships with stakeholders.Additional Requirements:Experience with AI-driven knowledge management tools and content automation is a plus.Experience with support or help site content and use strategy Certification in Knowledge Management or Content Strategy is desirable.Preferred Skills:Strategic thinker with a proactive approach to problem-solving.Highly organized, detail-oriented, and able to work independently.Collaborative team player with strong interpersonal skills.Passionate about content and knowledge enablement and its impact on organizational successResearch shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any US employer, both now and in the future.At Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between: $140,000 and $155,100Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including:Medical, Dental, and Vision InsuranceA 401(k) plan with company matching and immediate vestingAn Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required80 hours of sick time upon hire, refreshed annuallyUp to 12 paid holidays per calendar year12 weeks of paid Bonding Leave following the birth or adoption of a new child, plus up to an additional 12 weeks of Medical Leave for birthing parents under our Short Term Disability policyCompany-paid Disability, Life, and AD&D InsuranceVoluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-beingA generous employee discount program & Sonos Radio HD - on us!For a holistic overview of our benefits, please visit sonosbenefits.com. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Follow the links to review the EEO is the Law poster and its supplement. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.
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