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About the Role
Shape the future of self-service at SurveyMonkey by becoming our Knowledge Management Leader. Drive innovative solutions in Ottawa, focusing on enhancing user experiences through AI and effective communication.
With a solid background in Knowledge Management and over five years of experience, you'll design impactful knowledge systems that empower customers and reduce transactional contacts. Your leadership will guide technical writers and conversational designers in optimizing the Help Center and chatbot interfaces. This strategic role requires hands-on involvement and a focus on data-driven insights to improve service delivery.
Key Responsibilities: • Execute self-service roadmap to enhance Help Center functionalities • Audit and adapt information architecture for user and AI efficiency • Supervise chatbot enhancements for low-value queries • Manage content creation and lifecycle rigorously • Analyze data trends to optimize services and workflows
Requirement...
With a solid background in Knowledge Management and over five years of experience, you'll design impactful knowledge systems that empower customers and reduce transactional contacts. Your leadership will guide technical writers and conversational designers in optimizing the Help Center and chatbot interfaces. This strategic role requires hands-on involvement and a focus on data-driven insights to improve service delivery.
Key Responsibilities: • Execute self-service roadmap to enhance Help Center functionalities • Audit and adapt information architecture for user and AI efficiency • Supervise chatbot enhancements for low-value queries • Manage content creation and lifecycle rigorously • Analyze data trends to optimize services and workflows
Requirement...
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