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Team Lead Knowledge Management job in Dublin at Personio GmbH

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Team Lead Knowledge Management at Personio GmbH

Team Lead Knowledge Management

Personio GmbH Dublin, IE Full Time
Required languages: Dutch / English / French / German / Italian
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The Role

At Personio, Customer Experience is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Experience follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!

Reporting to the Head of User Education, you will lead the team of Knowledge Managers and Knowledge Editors that produce, distribute and maintain content through our internal knowledge base for frontline specialists in the Customer Experience department. By creating and distributing knowledge about internal processes and our product, this team enables our CX teams to craft remarkable customer experiences. We are searching for an experienced individual that not only masters knowledge management processes,  tools, and their alignment to organizational growth, but also coordinates a workgroup by owning and improving operational processes, coordinating KM projects, ensuring timely and quality deliverables and constantly improving how the right knowledge goes to the correct people. 

Your tasks and responsibilities will include:

  • You will lead, manage and develop a team of Knowledge Managers and Knowledge Editors devoted to supporting our Customer Experience team.
  • You will define the knowledge management strategy and lead the content architecture, developing, auditing, distributing, and maintaining high-quality content.
  • You will provide relevant coaching, training, and support to champion a knowledge management culture across the organization.
  • You will continuously assess and improve our content production and distribution processes to improve impact and scalability. 
  • You will ensure content quality by setting up team standards and QA review procedures.
  • You will analyze the content impact and utilize data and metrics to improve the knowledge management team output and production capacities.
  • You will optimize the team's productivity and continuously level up the content-production skills in the team by identifying training and development needs.
  • You will partner with other User Education leads, especially with the Team Lead of Content Writers, to harmonize content production processes and maximize capacities across the team.
  • You will provide mentorship and guidance to the knowledge managers and knowledge editors, and support them in their career development.

What you need to succeed

  • You have at least 3-5 years of proven experience in implementing KM strategies and +2  years of experience leading teams of knowledge managers and editors to deliver impact. Experience in SaaS companies or high-growth technology companies would also be valued.
  • You have experience in developing knowledge management systems and programs, and advanced experience with current KM technologies
  • You are experienced communicating with and influencing senior leadership, as well as framing discussions to gain valuable feedback and experience.
  • You have good analytical skills, with an ability to interpret content performance data, and strong planning and project management skills, including stakeholder management, the ability to manage schedules and deadlines for multiple projects.
  • You thrive at raising and developing people, developing diverse teams, motivating individuals to get the best of their capacities, and orchestrating teamwork and projects.
  • You have excellent communication skills, with very good English (required). Written and spoken German would be a plus, as well as written French, Spanish, Dutch or Italian.
  • You seek and provide feedback regularly for continuous improvement

Why Personio

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

  • Competitive compensation package that includes salary, benefits, and pre-IPO equity
  • 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
  • 2 Impact Days you can use to have an impact on the environment and society –  one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility
  • Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
  • Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
  • Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
  • High-impact working environment with flat hierarchies and short decision-making processes
  • Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
  • Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more
  • Comprehensive healthcare and dental coverage for each permanent employee (excluding taxes)
  • Invest in your retirement via the Personio Pension Scheme, with a Personio match of up to 5%
  • Access multiple fitness studios and sports facilities across Ireland for €30 per month with a subsidized Gympass membership
  • A beautiful office in the heart of Dublin, complete with professional espresso machines, free drinks and snacks, and indoor and outdoor break spaces

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Job ID: 773304