Team Lead, Knowledge Management

CCC Intelligent Solutions

2d•$84,724 - $100,000

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com. The Role Team Lead Knowledge Management will shape how we share and scale knowledge, and drive strategy, innovation and content excellence. In this role, the Team Lead will create engaging and accurate content for internal knowledge bases as they lead our transition to Salesforce knowledge management. This role also oversees performance measurement, leveraging insights to continuously improve content impact and user experience. As a key influencer, this role will champion best practices and shape the future of knowledge management across multiple functional groups.

Requirements

5+ years in knowledge management, documentation strategy, or related leadership roles in a tech or fast-paced environment.
Experience in Salesforce Knowledge Base is required.
Proven success leading knowledge strategies and optimization initiatives.
Strong balance of strategic vision and hands-on execution; equally comfortable setting direction and rolling up your sleeves to build.
Excellent communication and collaboration skills; able to influence cross-functional partners and drive adoption.
Passionate about user experience, self-service, and knowledge as a strategic business driver.
Skilled at navigating ambiguity, rapid change, and setting organizations up for scale.

Responsibilities

Lead KMDB transition to Salesforce knowledge; this includes content strategy, defining categories and creating templates.
Provide leadership and direction to a team of analysts, setting clear goals, managing performance, and fostering a culture of engagement and excellence
Develop and maintain internal knowledge platforms and communication processes
Create engaging content for internal knowledge bases, including solution articles and standard responses.
Lead initiatives to improve content accessibility and quality, collaborating with cross-functional teams.
Track and report on content performance against key performance indicators, identifying areas for improvement.
Work with cross functional partners to design and implement new content services and repositories.
Influence and uphold the tone and voice standards across all knowledge management content.
Optimize internal processes and training related to content and knowledge management.