Knowledge Management Lead

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Summary:The Knowledge Management Lead will develop the topic list and produce the structure of the content. Promote sharing and enable content uptake and organizational learning strategy development utilizing the organization’s operational business processes, people, and systems.Strengthen the seamless exchange of knowledge across site operations and other organizations where applicable. Responsible for the continued development and implementation of strategies, processes, and tooling for corresponding KM solutions as well as developing KPIs and team members within this framework.Job Responsibilities:Create, capture, organize, and assess knowledge assets for enterprise use.Coordinate with cross-functional organizations to align KM strategyPromote the use of knowledge management tooling and processes to facilitate sharing of knowledge.Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.Support the development and implementation of training on KM processes and tooling.Create and review KPIs for adoption, usage of premier (high-value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.Lead Knowledge Management Framework implementation within site operations and share learnings and best practices broadly within the organization.Bring relevant industry insights to incorporate into the KM Framework.Identify and evangelize success stories from the Knowledge Management Program.Design and develop incentive mechanisms to acknowledge and highlight active participants.Job Qualifications: (Knowledge, Skills, Experience)6+ years of current proven experience in implementing KM strategies.Experience in building KM programs in the technology industry or within technical groups within a large, global organization. Experience communicating with and influencing senior leadership as well as framing discussions to gain valuable feedback and experience.Proven experience in leading teams to deliver impact.Managing a team that implemented a knowledge management framework.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.