AVP, Knowledge Management

LPL Financial•Fort Mill, SC

7d•$86,829 - $144,715

About The Position

The AVP, Knowledge Management is responsible for managing services help content, optimizing the customer self-help knowledge base, and transforming the customer service experience. These objectives will be delivered through the oversight of knowledge-related activities, including project related initiatives, migrations across platforms, and working with multiple disparate knowledge management tools. Lead new AI transformative initiatives, guide the knowledge management team in industry standard practices, and coach team members in new technologies.

Requirements

Experience in knowledge management, including industry analysis, market or business practice research, or consulting practice management would be highly desirable
A minimum of 4 years’ experience as a knowledge manager or related field with experience in content creation, governance, and data certifications/attestations
Experience with AI strategies to include Large Language Models and RAG/Vector methodologies
Exceptional data management skills, including experience with the following: Navigating a complex data environment Identifying, extracting, integrating and working with data from multiple systems
Forward thinking in long term, constantly evolving AI solutions
Strong communication skills (oral and written), including demonstrated ability to tactfully interact with business partners at all levels
Strong teamwork and experience collaborating with individuals across lines of business, functional areas, and different levels within the organization
Proven ability to lead, develop and coach professionals while possessing strong mentoring and employee development skills.
Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business
A commitment to constant self-improvement and a willingness to be coached

Nice To Haves

Foundational experience with Adobe Experience Management in a cloud environment is a plus

Responsibilities

Work with business partners across the firm to create, refine, and deliver knowledge content through knowledge management system
Utilize data and analytics to identify gaps and overlaps in knowledge, optimize usage, and monitor progress of knowledge management strategy
Manage projects and execute on deliverables as needed to meet firm objectives
Implement and manage actionable feedback with business partners to consistently improve the experience
Manage data gathering and continual content improvements; Optimize call deflection by improving content quality and reducing digital failure rates
Creates a team environment that encourages and inspires sharing of best practices and seeks new ideas
Works closely with team members to create meaningful goals and provide feedback to facilitate higher levels of performance and support employee career development