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Senior Business Management - Salesforce Service Cloud - Knowledge Management

Corporate Job ID: 2177184 Atlanta, Georgia, United States, California-El Segundo, Texas-Dallas Apply Now

At DIRECTV our amazing people, combined with a culture that thrives on collaboration and creativity, are the foundation that create a great place to work. We empower our people to push the limits of what’s possible, driving groundbreaking innovation each and every day. We’re redefining the future of entertainment and we’re ready for you to play a big part in that future too.

This is a work from home position that can be located anywhere in the United States. #virtualwork #virtualjob

Overall Purpose: This career step requires senior level experience. The DIRECTV Customer Experience & Operations organization is responsible for managing all new communications and training requests from ideation to implementation. Our goal is to deliver quality training and communications materials to frontline employees in the video organization, while meeting the expectations of channel leadership.

As a Senior Business Manager on the Sales Operations team, you will have oversight of DIRECTV Knowledge Management systems, processes, and design standards that enable delivery of all frontline communications for the video organization.

This position requires technical and product knowledge of the Salesforce Service Cloud Knowledge Management product to support system enhancements & implementations. Responsibilities include writing business requirements, as well as managing day-to-day operations and troubleshooting of the tool. You will lead cross functional teams to recommend enhancements and improvements, share tips, and partner with IT to execute & deliver system updates seamlessly. This position communicates regularly with National Comms & Training Strategy team, authors, IT, and project managers for ongoing development, training, and skill knowledge of KM processes & tools. You will provide technical and analytical guidance to Content Strategy team and client/vendors/leadership across DIRECTV Knowledge tools & processes and govern KM project/program deliverables. May develop detailed work plans, schedules, resource plans, status reports, and authoring how-tos.

Must have a thorough knowledge of the organization & Salesforce Service Cloud Knowledge Management (processes, procedures, tools, applications, systems, etc.) coupled with a strong business background to fully support the organization. Will be expected to enhance the tool and related content processes by accepting ownership for accomplishing new requests and exploring opportunities to add value and increase efficiency of KM system and related operating tools.

Qualifications:

  • 5+ years’ related operations and technical experience.
  • Excellent written and verbal communication skills, including technical content.
  • Excellent time management and organizational skills.
  • Salesforce Service Cloud Knowledge Management product knowledge & tactical hands-on experience in the technical design and delivery of the Salesforce Knowledge Management platform.
  • Previous experience with knowledge management & web usability.

Preferred:

  • Bachelor’s Degree.
  • Previous experience developing operational & technical communications and materials.

Principal Functional Skills / Competencies associated with this Title:

  • Customer-Centric Solution Development
  • Industry Knowledge
  • Knowledge of Customers
  • Knowledge of Sales Channels
  • Operational Excellence
  • Organizational Communications
  • Sales Function
  • Sales Support and Administration

Note: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.

Supervisory: No.

Our Sr Business Management employees can earn between $77,100-$154,200. Not to mention all of the other amazing rewards that working at DIRECTV offers. From health insurance to tuition reimbursement and paid time off to discounts on products and services just to name a few. There is a lot to be excited about around here.

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Job Posting: Jan 12, 2022, 11:24:03 PM
Other Locations: United States, California-El Segundo, Texas-Dallas
Schedule: Full-time
Job Level: Senior Associate/Second Level Manager
Apply Now