As the Global Knowledge Program Manager, you will drive customer and agent-centric knowledge management processes, proactive and reactive, and ensure the best customer support experience in their self-service, guided and assisted support journeys. Animate Knowledge Management community and act as an ambassador of Knowledge Management culture, share best practices and continuous improvement, define global KPIs and ensure success in reaching the targets, lead the creation and maintenance of content guidelines.

The Global Knowledge Leader is also responsible for defining/refining the vision, strategy, & execution plan of digital content management, deciding upon its structure and future setup. As well, as interact with the different local and global teams to assist them in enabling digital experiences allowing customers to self-serve anywhere anytime when support Is needed on our legacy, current, and future portfolio of offers.

What will you do?

• As the Domain Owner for bFO Knowledge, Find-It, and ccc Knowledge bot actively interact with Product Owners to ensure the product evolution, users' requirements are well considered, and adoption and business impact.
• Lead Digitize Product Knowledge Transformation and engage with business leaders and key decision-makers, to ensure the right knowledge assets are delivered to the customers at the right moment and in the right format from the source.
• Contribute to the enrichment of FAQ Front End experiences across the different domains and platforms and work with FAQ Front End Product Owner on various streams, usability, integrations, and SEO.
• Bring a "digital training content and delivery" mindset to the global community Customer Care Center
• Define the most appropriate and efficient delivery structure to successfully execute the strategic knowledge objectives.
• Ensure full management support to the technical engineers & technical team members managing content.
• Lead a team of Knowledge Analysts and participate in leadership tasks: Goal setting, performance reviews, career development evaluation, coaching, & mentoring.
• Explore best-in-class tools to ensure the utilization of selected technologies.
• Arrange workshops with key stakeholders to identify the right content and objectives for face-to-face and digital technical training content; mostly R&D, Offer Management, L2/L3 technical support, and Project Management groups.
• Make sure relevant training content & Customer Knowledge base (FAQs, Videos & Competitive Cross References) is well structured with a robust process to keep the content up to date following the highest quality standards. Organize the content at a minimum by roles/personas/level.

What qualifications will make you successful for this role?

• Qualification: Four-year Technical or Business degree, an MBA would be a plus
• Languages: Fluent in English both written and spoken. Other languages such as Spanish, and French would be valuable
• Ability to drive engagement and collaboration across multiple organizations within a matrix structure.
• Experience in team management and proven record of strong leadership habits and change management
• Profound understanding of Knowledge Program Management, Customer relationship management and UI/UX platforms
• Strong knowledge of Business Intelligence tools and AI techniques
• Understanding principles of Agile Methodology
• Understanding of industrial automation, secure power & services support architectures
• Be able to travel Globally for about 10% of the time.

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

₠34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color , gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.