Where You'll Come In
As the Knowledge Manager, you play an integral part in the impact of the overall CX L&D strategy at The Farmer’s Dog. Reporting to the Senior Manager, Learning & Development, you own, execute, and innovate the knowledge base (KB) strategy to ensure our associates have the tools and knowledge to facilitate a world-class customer experience. You make strategic decisions on how to overhaul our knowledge base content, own the maintenance and innovation strategy, foster the cross-functional partnerships that make our knowledge base thrive, and do it all with excellent change management communications. Our goal is for any associate to find the answer to their question in under 30 seconds, and you directly support that goal, and bring it to life!
How You'll Make An Impact
- Define and implement knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill levels
- Lead the implementation of Guru, our knowledge platform, to ensure it is set up for success and operation optimally
- Lead the overhauling of our knowledge base content based on our help documentation style guide, and manage the migration of our content from its current platform to Guru
- Work cross functionally to implement a strategy to ensure content is accurate and aligned with stakeholder insight
- Implement a Knowledge Centered Service (KCS) workflow to ensure the speed of maintaining content is a top priority
- Monitor the effectiveness of our knowledge base and make continuous improvements based on feedback, data, and emerging best practices
- Own reporting and communications around our knowledge base the highlight the return on investment of our knowledge base
- Ensure knowledge management practices are inspired by good change management practices, and use this knowledge to impact other areas of the business
- Implement and improve a defined strategy for the relationship between our knowledge base and our “Answers” (templates) in our ticketing system
- Identify and implement world class strategies to innovate and improve the efficacy of our knowledge base
- Define our writing style to better support the use of AI search tools
- Manage and upskill a team of Content Writers who own the day to day maintenance of our knowledge base, and jump in to help whenever needed
- Stay updated on industry trends and technological advancements in knowledge management
We're Excited About You Because
- Have a deep understanding of good knowledge management
- Have experience writing for a customer experience organization
- Have refined writing and self-editing skills
- Have experience optimizing writing for an AI support tool
- Have world-class communication and leadership skills
- Are able to thrive in ambiguous situations & find clarity
- Have a keen eye for ways to innovate and improve
- Have excellent project and time management skills; ability to handle multiple projects concurrently
- Are an expert in creative problem-solving
- Are detail-oriented and thorough
- Have experience with Guru, Asana, and/or Gladly
- Have 4+ years of experience in a knowledge base or content role
- Have 2+ years of experience owning a knowledge base and leading a team of content writers
- Are KCS v6 certified
- Willing to travel domestically
We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. For this role the anticipated hiring base compensation range is $110,000 - $120,000 USD Annual and the compensation offered will include a robust market competitive package of base and equity. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer. This range is representative of NYC Market Data if you are applying to this role outside of the NYC area the range may change.
Equal Employment Opportunity Statement
The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.
What We Do
The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bulk bags of highly-processed mystery pellets with a personalized subscription service that sends healthy, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.
Why Work With Us
We are creating a new class of consumer brand: we bring peace of mind to our customers, health to their companions, and fundamentally change the way people think about feeding their pets. Our investors have also backed companies like Dollar Shave Club, Warby Parker, Glossier, and Casper. We expect "dream job" applicants only, please. #mustlovedogs
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The Farmer's Dog Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Currently all hybrid team members are asked to be in the office for 2 Gathering Days a week to continue to build a collaborative, lively, and invested environment - a unique in-person culture we are proud of. Gathering Days= Tues., Wed., and Thurs.
