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Knowledge Management Program Coordinator

Date: Jan 6, 2022

Location: WI, US

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

THE ROLE

Principle Duties and Responsibilities

The Knowledge Program Coordinator works in close collaboration with cross-functional teams to help create, retrieve, organize, and analyze the knowledge that enables JELD-WEN CX employee to deliver a superior customer experience.  As a Knowledge Program Coordinator, you will define and execute upon the content/knowledge management strategy for a variety of systems including Salesforce, Docebo (JW Learning Point) and My Trailhead (Salesforce LMS) and the CX Training/QA Intranet.  The role will focus on developing, auditing, and maintaining high quality content for employees and play a significant role in the development of a successful and effective knowledge base that has a direct impact on employees day-to-day.

 

 

 

Knowledge, Skills, Abilities

  • SFDC Knowledge Base Service Technical Writer, Publisher, and Knowledge Centered Service Coach 
  • SFDC Knowledge Base Service Administrator designing, creating, and maintaining walkthrough training prompts and paths to support new hires, new feature deployments and complex processes 
  • Create reports, gather, and interpret data for the CX management and leadership team 
  • LMS CX Administrator  
  • Create and support the CX Training intranet site. 
  • Ensure the knowledge generated within the organization is made easily found and useful to seekers 
  • Develop processes for capture, storage, validation, and retrieval of knowledge; both within the organization and externally with others. 
  • Lead projects and manage the technologies needed to develop, manage, and deliver training. 
  • Work with Leadership to plan, conduct and oversee CX digital training programs. 
  • Ability to present ideas in concise, business-friendly, and user-friendly language 
  • Excellent written and verbal communication skills 
  • An understanding of the principles of knowledge management and experience working with Knowledge Base systems is preferred 
  • Data analysis experience 
  • Technically savvy with Enablement software desired (LMS Tools, Digital Curriculum building products) and G-Suite products (Calendar, Docs, Sheets, Slides/PowerPoint, etc.) 
  • Document Management knowledge or experience 
  • Technical writing and publishing experience 
  • Website creation and design experience preferred

 

Education and Experience

  • BS degree or a combination of education and experience 
  • 2-4 years of experience in a knowledge base role 
  • 4-6 years of experience in one of the following roles:  Customer Service/Customer/Field Srvs 

 

#LI-SR1

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services