Manager (Knowledge Management)

Team Summary

The Knowledge Management team at Visa plays a crucial role in enhancing the companys digital presence and improving customer engagement. Our team is responsible for the oversight of Managed Services content including support articles procedures and other case-handling documentation. We work closely with various departments such as Service Experience Product Support Engineers Training and other key stakeholders to ensure that our documentation and knowledge governance are of the highest quality. By leading a team of analysts we ensure effective content management and continuous improvement in Client Care.

What a Manager Knowledge Management does at Visa:

The Manager for Knowledge Management is responsible for oversight of Managed Services content in the form of support articles procedures and other case-handling documentation. They function as the line of business expert for knowledge management and lead a team of analysts that are responsible for the end-to-end documentation lifecycle.

This role requires a strong partnership with the Service Experience team members Product Support Engineers Training and other key stakeholders. Additionally this role involves ongoing oversight of documentation and knowledge governance and team performance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy including but not limited to the following responsibilities:

• Lead mentor and manage a team of Knowledge Management Analysts to ensure effective content management and Client Care improvements.

• Collaborate closely with the line of business leadership to understand and analyze gaps in current knowledge and delegate tasks to team members accordingly.

• Oversee business-critical documentation ensuring alignment with content standards inclusive of style guides and templates for consistency and quality across knowledge.

• Partner with line of business leadership to understand and analyze the impact of product changes and feature launches on business processes and related knowledge.

• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management and guide the team in executing these strategies.

• Collaborate with the line of business leadership to make changes to documentation and processes as required and ensure the team is aligned with these changes.

• Manage multiple projects and priorities effectively ensuring timely delivery of high-quality documentation through effective team management.

• Train new and existing users of the knowledge base including team members to ensure they are equipped to perform their roles and provide day-to-day user support.

• Assess and implement AI solutions for content development and management guiding the team in adopting these solutions.

• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics and foster a culture of continuous improvement within the team.

• Partner with Service Experience/GTM liaisons to understand product changes and feature launches sufficiently to assess the potential impact on Managed Services and direct related process and documentation changes.

• Provide ongoing communication to team members across Managed Services for process and documentation changes ensuring all team members are informed and aligned.

Why this is important to Visa

This role is vital to Visa as it ensures that our Managed Services content is accurate up-to-date and easily accessible which directly impacts our ability to provide exceptional Client Care. By maintaining high standards of documentation and knowledge governance the Manager Knowledge Management helps Visa deliver better products and services to our clients ultimately enhancing customer satisfaction and loyalty. In this role you will have the opportunity to make a significant positive impact on our business stakeholders and community by driving continuous improvement and innovation in knowledge management.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications
To be successful in this role you will need the following qualifications skills and experiences:
8 years of relevant professional experience with a bachelors degree or 2 years
of relevant work experience with an Advanced degree (e.g.
Masters/MBA/JD/MD) or 0 years relevant work experience with a PhD.
Exhibits strong leadership skills including team building coaching and
performance management.
Effectively delegates tasks and responsibilities to team members.
Efficiently manages projects and time and introduces innovative ideas and
processes to make things better.
Exhibits high standards and persists in setting and accomplishing goals.
Takes initiative and works independently taking ownership of outcomes.
Uses communication skills to inspire influence and motivate others.
Adapts easily to shifting priorities and challenges.
Understands the importance of relationship management with key
stakeholders and peers.
Strong knowledge management and content development experience.
Experience with documentation and knowledge management tools.

Preferred Qualifications
Specific industry backgrounds or knowledge of specific markets.
Experience with content standards style guides and templates.
Ability to analyze the impact of product changes and feature launches on
business processes and related knowledge
Projects you will be a part of:
In this role you will be part of exciting projects that involve:
Leading the end-to-end documentation lifecycle for Managed Services content.
Collaborating with line of business leadership to identify and address gaps in
current knowledge.
Implementing long-term knowledge management strategies in partnership with
the Director of Knowledge Management.
Ensuring alignment with content standards for consistency and quality across
knowledge.
By joining our team you will have the opportunity to work on impactful projects
that drive continuous improvement and innovation in Knowledge Management
making this role both challenging and rewarding.

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Full-time