Knowledge Manager
Knowledge Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
KO WAI MTOUI ABOUT SKY
Welcome to Rangiata Sky the ultimate entertainment destination that connects Kiwis to the stories and sport they love in ways tailored just for them. Our Sky crew work tirelessly to ensure we are Aotearoas most engaging and essential media company.
Were incredibly proud of our achievements but that doesnt mean were satisfied. As innovators we constantly challenge ourselves to redefine boundaries and adapt to the ever-changing marketplace.
Come be your authentic self at Sky where we actively listen and adapt to create shared experiences that excite both our customers and our crew.
At Sky were committed to creating a workplace where everyone feels welcome valued and supported. As an Equal Employment Opportunity (EEO) employer we celebrate diversity in all its forms and encourage applicants of all gender identities to apply. To better reflect and respect the spectrum of identities weve included a Diverse option for those who identify as non-binary genderqueer genderfluid or outside the male/female binary.
TE TRANGA I THE ROLE:
This is a brand-new opportunity to shape and lead Skys knowledge capability. As Knowledge Manager youll own the design governance and continuous improvement of our customer service knowledge baseensuring its accurate accessible and future-ready for both our crew and our customers.
Youll lead a small team of UX Specialists creating a single source of truth that powers great service experiences across digital automation and human support channels. From optimising information architecture to enabling AI-driven solutions your work will make it easier for agents to find answers and for customers to self-serve with confidence.
Key responsibilities will include:
- Leading coaching and developing a high-performing team.
- Driving the strategy governance and evolution of Skys knowledge base.
- Designing intuitive content structures and optimising for AI and automation.
- Partnering with stakeholders across Product Customer Care Digital and Tech.
- Monitoring performance metrics and driving continuous improvement.
NG PKENGA ME NG WHEAKO I WHAT YOU WILL BRING
Youre a proven knowledge leader with a knack for making complex information simple and accessible. You understand how content technology and people connectand you know how to build and manage a knowledge base that works seamlessly across human and AI-powered service channels.
ESSENTIAL
- Experience leading knowledge platforms or teams.
- Expertise in integrating content with chatbots or digital assistants.
- Ability to transform content for automation/AI platforms.
- Strong stakeholder management and communication skills.
- Technical literacy with content management systems (ideally Salesforce Knowledge).
PREFERRED
- Experience with chatbot knowledge design and natural language structuring.
- Leadership experience within an enablement or support function.
- Experience with Genesys Salesforce Service Cloud or similar platforms.
- Familiarity with structured content authoring tools or markup languages.
KO NG HUANGA I WHATS IN IT FOR YOU
As part of the Sky crew youll enjoy a range of great benefits from free Sky Sky Sport Now and Neon to discounted Southern Cross health insurance and YMCA gym memberships. We offer free onsite parking at our Mt Wellington and Albany office and were big on supporting your growth with exciting career development opportunities.
ME PHEA TE TONO I HOW TO APPLY
If this opportunity excites you and you want to join us in sharing stories possibilities and joy apply online today. Please note that you must have the right to work in New Zealand or hold a valid work visa for at least 12 months from joining Sky.
Were reviewing applications as they come in and once weve found the right addition to our Sky Crew well blow the final whistle on this ad. If youre ready to get off the sidelines and into the action apply now.
At Sky we understand that conventional recruitment processes may limit some individuals. Thats why we strive to support all candidates offering reasonable adjustments throughout the recruitment process. If you need any accommodations please reach out to us at Sky jobs .
RECRUITMENT AGENCIES: Sky has established partnerships with a small number of preferred recruitment agencies and we will not engage with unsolicited communication outside of this pool.
Required Experience:
Manager
Employment Type
Full-Time
