VP Services Knowledge Management

LPL Financial•San Diego, CA

About The Position

We are seeking a strategic Vice President of Knowledge Management to transform content management by leveraging artificial intelligence solutions to curate and create industry-leading service content. This executive will be responsible for leading a team of knowledge creators, editors and content strategists who develop and maintain internal and client-facing knowledge resources. The VP will be responsible for executing various technology initiatives and process improvement projects to achieve targeted call deflection and client satisfaction outcomes.

Requirements

3+ years managing knowledge management and/or content strategy teams
Direct experience leading knowledge management which is consumed by chatbots or conversational AI technologies
3+ years in wealth management industry
5+ years in financial services
Proven ability to build and lead high performing teams
Exceptional writing and communication skills
Deep familiarity with content management systems and capabilities offered by AI technology
Passion for customer experience
Ability to influence leadership through effective communication and story-telling
Skilled in stakeholder management
Possesses contagious optimism, embraces change, is passionate about continuous learning, excels in fast-paced environments, and has an entrepreneurial mindset
High emotional intelligence; a collaborative and inclusive approach
Highly effective in creating and communicating strategies through intuitive execution frameworks
Proficiency in problem-solving and implementing both near-term and long-term solutions.

Responsibilities

Develop and execute the Service organization’s knowledge management strategy aligned to achieve both short and long-term call deflection and client experience goals.
Partner with Service, Product and other stakeholders to align knowledge assets with organizational needs.
Lead and mentor a multi-disciplinary team of content creators, including writers, instructional designers and content architects.
Transform content curation and creation using the latest available artificial intelligence solutions.
Provide leadership and oversight to ensure successful execution and delivery of critical technology and process improvement initiatives.
Partner with internal and external AI chatbot product partners to identify strategic opportunities to improve the effectiveness of digital help
Oversee the curation, creation and governance of high quality knowledge assets such as knowledge base articles and FAQs.
Collaborate with other client-facing knowledge base partners to ensure the content management system continues to meet the team’s evolving needs.
Develop and execute a monitoring program which surfaces actionable insights to facilitate continuous improvement and optimal call deflection performance