Knowledge Operations Lead
Knowledge Operations Lead
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Job Description
WHAT MAKES US EPIC
At the core of Epics success are talented passionate people. Epic prides itself on creating a collaborative welcoming and creative environment. Whether its building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences were always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. Were constantly innovating to raise the bar of engine and game development.
PLAYER EXPERIENCE
What We Do
Player Experience is responsible for the overall health and happiness of Epics players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders relentlessly driving innovation and continuous improvement on behalf of all Epics players.
What Youll Do
Were looking for a Knowledge Operations Lead to join the Knowledge & Training team at Epic will help in creating the best player and agent experience possible when interacting with Epic Games Player Support.
In this role you will
- Lead a team of Knowledge Managers and Training managers including performance management and supporting growth plans.
- Drive alignment with our AI initiatives and be responsible for the continuous improvement of our AI tools through analysis prompt writing and optimization
- Own and delegate knowledge management projects
- Support maintain and configure our Knowledge Management System
- Provide KCS coaching to others as a part of our KCS program
- Create edit and publish articles
- Perform quality audits run calibration exercises and analyze and action knowledge article feedback new drafts and article trends. Deliver presentations and status reports to leadership based on the trends
What were looking for
- 5 years in knowledge management; KCS Practices Certified
- 7 years of direct people leadership experience
- AI prompt writing experience
- Proficient with Learning Management Systems Knowledge Base software CRMs and authoring tools such as Captivate iSpring and Articulate
- Ability to present complex information to executive leadership
- Ability to deal with sensitive situations and malicious content online (text images videos)
- Experience with training/education best practices and the creation of virtual training modules
- Ability to quickly adapt and adjust priorities
- Ability to own and run projects without supervision
- An understanding of Search Engine Optimization and how to improve search results
EPIC JOB EPIC BENEFITS EPIC LIFE
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay 100% of the premiums for both you and your dependents. Our coverage includes Medical Dental a Vision HRA Long Term Disability Life Insurance & a 401k with competitive match. We also offer a robust mental well-being program through Modern Health which provides free therapy and coaching for employees & dependents. Throughout the year we celebrate our employees with events and company-wide paid breaks. We offer unlimited PTO and sick time and recognize individuals for 7 years of employment with a paid sabbatical.
ABOUT US
Epic Games spans across 25 countries with 46 studios and 4500 employees globally. For over 25 years weve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epics award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity interactive experiences for PC console mobile and VR it is also a tool being embraced by content creators across a variety of industries such as media and entertainment automotive and architectural design. As we continue to build our Engine technology and develop remarkable games we strive to build teams of world-class talent.
Like what you hear Come be a part of something Epic!
Epic Games deeply values diverse teams and an inclusive work culture and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.
Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e. a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.
Employment Type
Full Time
