Head of Knowledge Management at TradeGecko
Here at TradeGecko, we’re building the world’s leading order and inventory management platform by redefining B2B commerce operations, connecting the global supply chain and making boring business software a thing of the past.
With our HQ in a converted shophouse in downtown Singapore, TradeGecko is fast becoming recognized as the face of Singapore technology and is one of the region’s coolest start-ups. We will surround you with the brightest, most capable and interesting of co-workers, and you will receive the hottest tools, a competitive package, access to a well-stocked pantry as well as the opportunity to develop in an organization that truly values personal and professional development.
We’re always being asked how we've got such quick traction in the market and the answer is simply because we hire great talent. Hiring relentlessly resourceful individuals, in order to complement our already talented Geckos, with even more talented Geckos, is a constant activity due to our fast growth.
Our Geckos come from a wide variety of backgrounds, with a wide variety of skills and are focused on our mission to enable Global Commerce and make our customers even more awesome.
Are you looking to break out of your corporate ‘shackles’? Do you want to find a company that will encourage you to design, build and implement your own cutting-edge Knowledge Management center, for a product that could be used by hundreds of thousands? Do you believe that a best-in-class Knowledge Management center is the single best way to reduce support tickets? If yes, then this role may be for you!
Role: As the Head of Knowledge Management, you will be an experienced leader with a proven track record and a wealth of experience in leading and developing best-in-class Knowledge Management, Training and Self-Service initiatives.
This is what you will be doing:
Leading, managing, coaching and developing the global Knowledge Management Team
You will live and breathe everything related to learning content (print, and audio-visual) - best practices, acquisition, curation, development, advocacy.
In collaboration with key stakeholders, you will be ultimately responsible for developing the complete department and business strategic direction, a scalable self-service strategy, best practices playbook, internal and customer-facing training, campaigns, learning resources and content.
Managing knowledge assets to meet organizational goals, through advocacy, policy-making and programme development in collaboration with other internal and external stakeholders.
Knowledge Base (KB): managing KB content - updating, developing and working with communities of practice, including facilitating offline discussions, being a liaison between developers, marketers, support and success teams etc..
Thought leadership: developing a pipeline of experts, eg academia, research agencies /contract staff, interns for department and company-wide initiatives if/when required.
Overseeing the Knowledge Management Competency and Information Governance Frameworks and related initiatives.
Developing a knowledge-sharing culture through training, education, communications and engagement.
As TradeGecko’s knowledge expert, you will be defining and leading training/refresher sessions for new-starters and experienced employees alike.
Ensuring Knowledge Management and Self-Service initiatives are intuitive and scalable.
Championing these initiatives to ensure that Geckos in all departments drive customers towards leveraging all available Resources eg. Help & Training, Communities, videos, webinars etc..
Developing and maintaining a deep understanding of our products and industry knowledge to be able to guide your team through transforming difficult technical concepts and processes into relatable, easy-to- follow resources.
What are we looking for:
Outstanding command of the English Language - Written and Spoken. You will be an eloquent and confident communicator who will be able to draw in your audience effortlessly.
BA/BS degree with a minimum 6-8 years relevant work experience.
Passion for Knowledge Management and self service enablement.
Key experience in strategizing, reviewing and developing knowledge management policies, processes and culture.
Direct experience in defining and implementing self service initiatives.
Experience in analyzing data, analytics trends to identify and seamlessly plug gaps and scale our Knowledge Base.
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.
Ability to prioritize, multi-task, and perform effectively under pressure.
Tech savvy and experienced in working with SaaS Enterprise Applications (Salesforce, Zendesk, Zopim. etc.) strongly preferred.
Credible and effective senior leader, advisor and coach, especially around change management (cultural, technical and business).
Proven effectiveness at leading and facilitating executive trainings, meetings and workshops.
Ability to inspire outstanding team and individual performance.
Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
Key experience in managing an intranet portal, knowledge base, self service tools etc.
Prior working experience in Business process review and information management strongly preferred.
What's in it for you?
Work with a multi-national, multi-talented group of marketers, sales people, engineers, designers.
As part of building your personal brand you will be given the opportunity to partner with customers in developing their strategic direction.
Work in a highly collaborative and passionate team environment.
Contribute to global and local initiatives.
Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development.
Opportunity to shine - we make decisions together and we grow together.
Be part of a fast growing company that nurtures the entrepreneurial nature and startup culture and always encourages everyone to be themselves and be creative.
If you think you have what it takes to be the next Gecko, apply now!