Full-Time Program Manager – Content Curator (San Francisco, CA)
Job Description
Salesforce.com is the enterprise cloud computing company and the world’s 4th fastest growing company according to FORTUNE magazine. Our portfolio of cloud computing applications, including our award-winning customer relationship management (CRM), has revolutionized the ways that customers manage and share business information. With more than 8,000 employees, over $2.8B in annual revenues, and over 100,000+ customers worldwide, we are proud to contribute to the success of companies of all sizes and industries, around the globe. We’re also one of the “Best Places to Work” (FORTUNE). If you’re passionate about innovation, come help revolutionize how companies collaborate and communicate with customers.
We have transformed the way companies collaborate and communicate. Salesforce.com is leading the effort to make businesses more social. “Business is Social” is the next paradigm for computing to the enterprise by offering its customers the social collaboration, mobility and openness that are the hallmark of this new world. The company’s platform and application services include:
- Sales Cloud: Helps sales reps close bigger deals faster and connect with customers on any device.
- Service Cloud: Increases customer satisfaction, improves agent productivity, and lowers overall support costs.
- Marketing Cloud: Engages customers everywhere with the leading social marketing application
- Salesforce Platform: Build and run innovative apps and websites on the leading cloud platform.
- Salesforce Chatter: Makes business processes social, so you can collaborate in real time—in context—from anywhere.
- Salesforce Work.com: Work better, together, with the social HR performance management application.
Program Manager – Content Curation
The Program Manager of Content Curation is responsible for the design, development, and delivery of an adaptive and interactive knowledge management ecosystem to support employees and internal Employee Success globally. This position is part of an overall strategy to improve online self-help success rates, customer experience (our employees) and satisfaction by delivering the best, most relevant content possible.
In this role you will be responsible for working cross-functionally to amass product content and deliver it to consumers in an organized, meaningful fashion. The successful candidate should posses a deep understanding of content architecture, delivery mechanism, taxonomies, and guidelines. The candidate will closely work with our internal Service Cloud Strategy partners, internal IT and other internal stakeholders to drive accountability through regular communications and reporting.
Key Responsibilities:
- Mobilizes the content curation strategy by driving the design, implementation, and enhancement of core content approaches used to enable critical knowledge flow within and across business and knowledge domains within the Employee Success organization globally.
- Facilitates and monitors the use and improvement of common knowledge management processes and approaches across the organization and reports progress.
- Collaborates with subject matter experts and stakeholders to identify areas of opportunity and gaps in the knowledge flow.
- Applies best practice principles of content management to define architecture elements, taxonomies, and guidelines to provide consistent structure and user experience.
- Monitors the effectiveness, maintenance, and use of tools and systems as they apply to curation and implements improvements as identified or directed
- Drives cross-functional adoption of the content curation program through the clear articulation of roles / responsibilities, expectations, recognition programs, collaborative training and education, and communication efforts
- Develops knowledge practitioners in both direct supporting roles and indirect, enabling roles through clear roles and responsibilities, monitoring, mentoring, and regular feedback
- Actively leads and/or participates in Global content curation strategic governance activities.
Qualifications:
- 3-5 years of demonstrated success in the implementation of content curation / knowledge management best practices, approaches, and processes from the ground up.
- KCS Certified
- Demonstrated experience with the administration of content / knowledge bases & knowledge management systems design and integration.
- Experience with design, implementation, and compliance with content management styles, guidelines, templates, attributes, processes, development flows.
- Working knowledge of linguistic principles, taxonomies, content architecture elements and attributes, and how they can be leveraged to organize information effectively
- Ability to leverage data to assess trends and compare against industry best practices and benchmarks.
- Program Manager – Content Curation
- The Program Manager of Content Curation is responsible for the design, development, and delivery of an adaptive and interactive knowledge management ecosystem to support employees and internal Employee Success globally. This position is part of an overall strategy to improve online self-help success rates, customer experience (our employees) and satisfaction by delivering the best, most relevant content possible.
- In this role you will be responsible for working cross-functionally to amass product content and deliver it to consumers in an organized, meaningful fashion. The successful candidate should posses a deep understanding of content architecture, delivery mechanism, taxonomies, and guidelines. The candidate will closely work with our internal Service Cloud Strategy partners, internal IT and other internal stakeholders to drive accountability through regular communications and reporting.