Director, Knowledge Services

HEALTHSTREAM INC•Nashville, TN

2d•$116,265 - $148,500•Hybrid

About The Position

The Director, Knowledge Services has direct responsibility for the management and execution of the competency-based knowledge system and resulting APIs, serving all related products across HealthStream. This role works across multiple internal departments to define and implement the product family’s vision and roadmap, assuring measurable attainment of revenue and customer satisfaction goals, and other KPIs. The role will also use analytics to measure knowledge effectiveness and leverage new tech (like AI) to enhance data access, scale, and drive innovation. The Director, Knowledge Services is a complex, well-respected, and highly visible role at HealthStream. A candidate for this position should immediately generate a very high level of credibility with both internal and external customers. This credibility could come from a history of relevant experience, prior success with similar/related products, and ability to quickly create value to the organization and its customers. Strong interpersonal skills and emotional intelligence is as critical to the success in this position as education and experience. Approximately 10-15% travel is required to support partner and customer relationships; attend workshops, conferences, or trade shows; and work with offsite colleagues. This position may have direct reports.

Requirements

Bachelor’s degree in related field preferred
3 or more years in a knowledge management or related role
Software development lifecycle, Software as a Service experience strongly preferred
Experience with enterprise APIs strongly preferred
Experience with metadata and other curated data products strongly preferred
Excellent written, verbal, and presentation skills
Successfully uses technical applications for business purposes (Salesforce, Microsoft)
Ownership mentality, willing to lead through ambiguity and own performance.
Curiosity, a desire to hear opinions and ideas that challenge your own.
Plans and executes own activities with generally-defined goals and minimal supervision
Experience working with metadata and taxonomy systems
Establishes high level of trust and credibility internally, with business partners, and with customers
Works within a multi-disciplinary, matrixed team with respect towards others and focus on successfully meeting organizational and team goals
Motivates and leads both direct reports and non-direct reports
Appropriately influences and directs cross-functional team members without formal authority or management control
Resolves conflict to meet needs of organization and/or customer, while retaining or improving relationships with those involved
Negotiates for appropriate resources and investments, irrespective of direct management responsibility for functional area in need
Displays critical thinking ability examining and considering multiple perspectives and decision-making founded outside of functional silos
Possesses strong interpersonal skills, including listening skills and a striving to understand before being understood
Responds to setbacks and roadblocks with positive attitude and appropriate redirection of activity
Plans and executes own activities with generally-defined goals and minimal supervision
Manages activities for multiple concurrent and complex projects across multiple functional areas with the appropriate prioritization and focus

Responsibilities

Create and manage vision and strategy for the competency-based knowledge system within the context of related products, aligned with business goals and priorities.
Design and implement comprehensive knowledge management strategies, championing a knowledge-sharing culture.
Own and lead the creation, maintenance, and adoption of a competency-based knowledge system (platforms, databases, tools) for capturing, storing, and disseminating information.
Work with cross-functional teams to identify needs, develop and deliver training on knowledge management processes and tools.
Manage indexing, cataloging, access, and flow of competency-based knowledge, ensuring data quality and compliance.
Use analytics to measure knowledge effectiveness, identify bottlenecks, leverage new tech (like AI) to enhance data access, scale, and drive innovation.
Support the launch of new related products and enhancements in collaboration with product, marketing, sales, technology, and other areas of the organization.
Conduct market and customer research to better understand market trends and the competitive environment in both competency and knowledge management.
Produce and effectively communicate well-researched, well-founded product roadmaps based on business goals and priorities.
Guide multiple cross-functional and self-led teams developing and supporting technology that leverage the competency-based knowledge system.
Assure a accurate and complete understanding of the competency-based knowledge system through routine internal training, development of customer training or promotional materials, and other forms of internal and external communication.
Identify, resolve, and monitor customer and product issues with the assistance of client services support.
Drive greater ecosystem value by creating offerings that are integrated across HealthStream product lines.