Lead - Customer Service Knowledge Management

As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion. This mission-critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next-gen AI automation. You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization. We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network.

Global Strategy & Governance:

• Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
• Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
• Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.

Content Architecture & Omni channel Alignment:

• Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
• Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
• Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution.

AI & Salesforce Integration:

• Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
• Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.

Knowledge Performance & Improvement:

• Measure knowledge usage, search success, content health, and knowledge-related service failures.
• Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
• Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.

• Customer Service Background: Solid operational background in Customer Service environments.
• AI Tooling Experience: Habitual and proficient user of AI as a daily productivity assistant.
• Knowledge Management & Structure Expertise: Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
• Omni channel Knowledge Enablement: Proven experience structuring and governing knowledge base to support advisors, chatbots, self-service, and advisor-assist tools across markets and channels.
• Governance & Lifecycle Management: Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.
• Stakeholder & BPO Management: Strong collaborative skills to work across internal functions and external BPO partners globally.
• Language skills: Proficiency in English. Other languages are a plus.