Director, Knowledge & Support
About The Position
The Director of Knowledge & Support will govern the strategy and execution of field-facing knowledge and 1st-level support, empowering field employees to accomplish their sales mission by reducing the cognitive load surrounding physical and digital tools. This individual will support the integration of new technologies and services in the knowledge and ITSM spaces in collaboration with ETG partners. This individual will direct overarching strategy of the following teams: Content Development, Multimedia Development, and Store Computer Operations (SCO) Helpdesk. This role will lead Content and Multimedia in the development, integration, and presentation of fingertip knowledge bases and support of business efforts in creating effective communications, documentation, graphics, and videos to support IT and business initiatives. This role will lead SCO’s 1st level operational and technical support services for stores, modernizing and automating processes while maintaining above industry standard levels in satisfaction and service metrics to preserve store up-time and sales productivity. This is not a remote/hybrid position and will report to our downtown Cleveland, OH HQ.
Responsibilities
- Govern the strategy and execution of field-facing knowledge and 1st-level support
- Empower field employees to accomplish their sales mission by reducing the cognitive load surrounding physical and digital tools
- Support the integration of new technologies and services in the knowledge and ITSM spaces in collaboration with ETG partners
- Direct overarching strategy of the Content Development, Multimedia Development, and Store Computer Operations (SCO) Helpdesk teams
- Lead Content and Multimedia in the development, integration, and presentation of fingertip knowledge bases
- Support business efforts in creating effective communications, documentation, graphics, and videos to support IT and business initiatives
- Lead SCO’s 1st level operational and technical support services for stores
- Modernize and automate processes while maintaining above industry standard levels in satisfaction and service metrics to preserve store up-time and sales productivity
Benefits
- rewards
- benefits
- flexibility to enhance your health and well-being
- opportunities to learn
- develop new skills
- grow your contribution
- inclusive team
- commitment to our own and broader communities
- wide range of world-class benefits
- retirement
- health care
- total well-being
- daily commute
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What This Job Offers
Career Level
Director
Education Level
No Education Listed
