Knowledge Manager

Overview

The Knowledge Manager is responsible for the acquisition, organization, sharing, and maintenance of the Service Experience team’s knowledge assets. This role involves creating systems and processes for knowledge management, ensuring best practices are followed, and fostering a culture of knowledge-first behaviors and continuous learning. The manager leads a knowledge team in accomplishing the department’s goals. They work closely with various departments within the organization to understand their knowledge needs and implement strategies to meet these needs. This position is responsible for assessing cutting edge technology and methodologies in the knowledge arena to foster continuous improvement that impacts team member engagement, customer experience, and operational efficiencies.  

State specific pay scales for this role are as follows:

$92,154 to $166,210 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)$83,776 to $151,100 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)$75,399 to $135,990 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

• Develop a knowledge management strategy and evaluate program effectiveness. Develop a robust roadmap for implementing knowledge management that builds upon industry best practices. 
• Oversee all knowledge-related activities, including management, capturing, sharing, and accessibility of knowledge assets. This includes working closely with various departments within the organization to understand their knowledge needs and implement strategies to meet these needs. 
• Define content/knowledge management strategy and lead content architecture. 
• Select and implement knowledge management tools for easier content creation, management, collaboration, and just-in-time knowledge display for contact center and processing teams. 
• Implement a logical site structure and use metadata ang tagging protocols for better content organization and searchability. 
• Create content guidelines and standards to maintain consistency and quality. 
• Lead the KM team to establish a feedback mechanism for user participation in authoring, editing, and knowledge base improvements. 
• Conduct periodic content audits to identify outdated information and ensure the knowledge base remains relevant. Utilize audits to identify and fill gaps in the knowledge base. 
• Standardize document formats and naming conventions to ensure consistency. 
• Create and review KPIs for adoption and usage of high-value KM content, summarizing benefits, outcomes, and improvement opportunities. 
• Assist with resource planning to strengthen and expand KM initiatives. 
• Develop effective programs to drive adoption and improve KM value, recognizing key challenges and roadblocks. 
• Identify and evangelize success stories from the knowledge management program. Design and develop recognition mechanisms to acknowledge and highlight active participants. 
• Lead communities of practice and driving a continuous improvement mindset cross-functionally. 
• Will have direct reports of Knowledge Specialists.  
• Oversee knowledge specialists in managing and maintaining the knowledge base. 

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Qualifications

Education:

Minimum 

• Bachelor’s degree or equivalent experience. 

• Training in knowledge management methodologies. 

Preferred 

• Bachelor’s degree, Master’s degree, or equivalent experience in Knowledge Management. 

• Knowledge certifications.

Experience:

Minimum 

• 5-7 years as a senior level contributor in a knowledge management department.

• Experience supporting knowledge frameworks or technologies. 

• Proven experience in leading teams to deliver impact. 

• Demonstrated effective interpersonal skills, particularly in motivation, listening, judgment, and conflict management.

Preferred 

• 6+ years of proven experience in KM strategies and leading knowledge teams.

• Experience communicating with and influencing senior leadership, framing discussions to gain valuable feedback.

• Experience with large-scale data migration, knowledge management system creation and ownership, knowledge centered service program deployment and growth, knowledge-first culture creation, and search optimization methodologies.

• Proven experience in leading teams to deliver impact. 

• Background that includes managing a team that has implemented a knowledge management framework.

• Demonstrated excellent interpersonal skills, particularly in motivation, listening, judgment, and conflict management.

Skills & Abilities:

Minimum 

• Proficiency in SharePoint, knowledge management systems, digital adoption programs (Pendo, WalkMe, etc.), and real-time agent assist technology.

• Leadership capability and effectiveness to work well with cross-functional teams to accomplish objectives.

• Effective communication and relationship building skills.

• Organization, written, and verbal skills to convey program goals and inspire support.

• Leadership skills to support the performance of direct report knowledge team members and to influence the knowledge culture of the wider peer team.

• A history of customer and team member centricity in formal and informal leadership situations.

Preferred

• Proficiency in SharePoint, knowledge management systems, digital adoption programs (Pendo, WalkMe, etc.), and real-time agent assist technology.

• Demonstrated strong leadership capability and effectiveness to work well with cross-functional teams to accomplish objectives.

• Excellent communication and relationship building skills.

• Outstanding organization, written, and verbal skills to convey program goals and inspire support.

• Exceptional and authentic leadership skills to support the performance of direct report knowledge team members and to influence the knowledge culture of the wider divisional team. 

• A history of advanced customer and team member centricity in formal and informal leadership situations.

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range