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Senior Manager, Knowledge Management (Remote)

Company: Guild Education
Location: Wichita
Posted on: August 7, 2022

Job Description:

For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 26 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways:

  • Nurture A Learner's Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
  • Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
  • Be an Owner - holding self and others accountable to meet commitments
  • Create Belonging - recognizing the value that different perspectives and cultures bring to our company
    Guild's Knowledge Management (KM) team is seeking a Senior Manager to drive the future of the KM function across the company. This person will lead a diverse team of writers, content strategists, and program managers in our Member Services business unit. The KM team handles internal and external content including knowledge bases, email templates, and will be looking for opportunities to expand to external content. This content is crucial in enabling 300+ customer-facing staff to do their jobs effectively.
    We are looking for someone who can balance big picture thinking and operational excellence. In this role, you will guide the vision and strategy for the KM function, continue to scale content strategy and governance practices, and partner with cross-functional teams to continue to mature our KM function to drive both quality and scalability. The role requires exceptional leadership skills, agility, and a strategic approach to finding solutions to drive desired business outcomes.
    As a Senior Manager, you will:

    Be accountable for KM strategy, processes, and systems to ensure that customer-facing employees have the information they need to do their jobs effectively and the information is useful & adopted

    Partner with Member Services leadership to evolve KM strategy, including identifying opportunities for improvement, long-term investments that need to be made, and/or opportunities to expand external content
    Partner with Product and Engineering teams to continue to improve the KM system and work with the Process team to document business requirements as needed

    Develop scalable workflows, deliverables, and governance plans that meets business needs

    Continue to identify waste & opportunities for improvement in procedures for gathering, storing, organizing, sharing and optimizing content
    Continue to drive the adoption of the KM governance plan to ensure complex information is accurate and up-to-date

    Lead, grow, and develop a KM team through performance management and coaching

    Provide content direction and reviews while managing workloads
    Improve on writing standards and templates that enable content writers to communicate complex information clearly, concisely, and accurately

    Collaborate with the Training, Process, and Quality Assurance team to ensure Guild is providing a comprehensive set of solutions to support student-facing staff and creating resources which drive process understanding, adoption and adherence

    You are a strong fit for this role if you have:
    Required competencies

    7+ years experience in content strategy and/or knowledge management
    3+ years of functional knowledge of content management systems tools and technology
    Demonstrated ability to collecting and analyzing data to make content recommendations
    Demonstrated ability to work cross-functionally across multiple levels, influencing others to build alignment and streamlined processes that drive business goals
    Demonstrated ability to oversee the creation of high quality, user-facing deliverables to drive understanding based on complex policy and process information

    Preferred competencies

    3+ years of people management experience
    Experience working with Salesforce, Guru, Confluence, and/or other service tools
    Experience with automating knowledge and integrating knowledge systems alongside with other support technology
    Management and/or delivery experience of user-facing business process deliverables (e.g. Standard Operating Procedures, Work Aids, Work flows)
    Exceptional writing and editing skills with experience in developing and maintain quality standards

    We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $110,000 - $136,250, as well as company stock options. is increasing economic mobility for working adults by partnering with the to offer to their employees via our marketplace of nonprofit universities and education institutions. Guild's proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion.
    Guild is a - and with a is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild's investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, and Iconiq.
    Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:

    • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
    • Access to a 401k to help save for the future
    • 15 days of PTO/vacation in the first year. After your first year (or for Guilders in Director+ positions), you transition into an open vacation policy.
    • 8 days of fully-paid sick leave, to take the time to heal and or recover
    • Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.
    • Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
    • Education benefits and tuition assistance to help your future development and growth

      Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots. We will be using both Clear's Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine. Accommodations or exceptions can be requested for medical or religious reasons.

      I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application. I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process. Guild may share my information with such third-party service providers in connection with my application and for the start of employment. Guild will treat my information in accordance with Guild's .
      I have reviewed and agree to Guild's as well as the privacy policies of the third-party service providers used by Guild associated with the application process.

Keywords: Guild Education, Wichita , Senior Manager, Knowledge Management (Remote), Executive , Wichita, Kansas

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