Knowledge Management Specialist II

Role Details

About Us

PartnerHero is now Crescendo a stronger bolder force in customer experience.

Crescendo represents growth momentum and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations were setting a new global standard.

We deliverAugmented AI the powerful combination of agentic AI and real human expertise giving our partners scalable 24/7 support in any language without compromising quality or Crescendo we dont just connect talent with opportunity weelevate businesses and people worldwide. Our integrated technology global reach and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to whats next.

The Role

We are thrilled to extend an exciting opportunity to you to join our PartnerHero team and make a significant difference! As a Knowledge Management Specialist you will play a crucial role in our businesss growth by helping us achieve our goals of managing one or more operations knowledge bases.

In your role you will be responsible for developing organizing and maintaining multiple comprehensive knowledge bases that will empower our associates to provide outstanding service. You will collaborate with our Product Insights and Training Teams to integrate robust knowledge into PartnerHeros and Partners knowledge base and website platforms. This role involves using artificial intelligence to enhance our knowledge management systems making information retrieval more efficient and helping decision-making. The ideal candidate will have a background in knowledge management and experience or a strong interest in AI and machine learning. By implementing effective knowledge management practices you will improve our organizational efficiency and effectiveness making our associates more efficient and effective. You will demonstrate strong content development knowledge and skills to ensure information is accessible to all associates.

Our PartnerHero team comprises talented and passionate individuals and when you join us you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business.

What Youll Do:

• Collaborate with cross-functional teams to identify gather and organize relevant information best practices and resources into a centralized knowledge base.
• Create and curate engaging and informative content including articles guides tutorials and videos to facilitate knowledge transfer and skill development among team members.
• Design and maintain knowledge libraries using advanced information architecture methods to ensure seamless access and usability for both employees and AI systems
• Capture tacit knowledge from subject matter experts through interviews workshops and documentation sessions and translate it into structured and accessible formats for broader dissemination.
• Audit and review the knowledge base regularly to ensure accurate relevant and up-to-date information and make necessary updates or improvements.
• Format content for AI-driven knowledge management solutions that improve information discovery retrieval and utilization.
• Track and analyze key performance metrics related to knowledge utilization content engagement and user feedback to measure knowledge management initiatives effectiveness and identify improvement areas.
• Develop training materials and resources to support onboarding and continuous learning initiatives and provide guidance and support to new hires as they navigate the knowledge base.
• Leverage technology tools and platforms such as learning management systems (LMS) and knowledge base systems to enhance the delivery and accessibility of training content.
• Collaborate with external and internal stakeholders to develop maintain and audit help center content ensuring accuracy and accessibility for both internal and external audiences.
  

What We Expect From You:

• 2 years of proven experience in knowledge management content development information architecture or instructional design
• Understanding of knowledge center support methodologies to build a knowledge base that is effective for staff and partner consumption
• Ability to meet tight timelines and attention to detail
• Strong analytical and problem-solving skills with the ability to translate complex information into clear and concise content.
• Ability to quickly learn and absorb partner culture processes and policies
• Strong presentation and technical writing skills
• Demonstrated knowledge of instructional design tools
• Experience with knowledge management tools and platforms such as Confluence Notion Guru etc
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly completely and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships
  

What Youll Get In Return:

• Preferred Locations
• Competitive compensation based on experience
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.