Manager of Knowledge Management

Job Description

We are Farmers! 
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world. 
Job Summary 
Lead the implementation of the organization’s Knowledge Management strategy, ensuring that the information needs are met in a timely, effective and efficient manner. Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organizational knowledge. It refers to a multi-disciplinary approach to achieving organizational objectives by making the best use of knowledge. Ensure that all systems supporting Knowledge Management work in an integrated fashion and are appropriately supported and developed to guarantee a high and continuing level of efficiency benefit to the organization. Manage the relationship with third party software providers of our knowledge management platform, as well as internal contributors and stakeholders in the knowledge system. Drive adoption of KCS and other KM methodologies for agency force and policy holders. Provide a strategic view on the further development of knowledge management systems and practices in order to support the work and development of the organization into the future. Develop and deliver enterprise wide KM strategy by effectively partnering with internal and external stakeholders. 
Essential Job Functions 
  • Leads a team of up to 20 knowledge management professionals (mentorship, coaching, performance management). Manage, maintain and develop the organization’s knowledge system and content to meet the information needs of employees, customers, and agents. 
  • Lead development and implementation of content strategies (i.e., enterprise governing structure of how to organize and categorize content) for the web and internal systems including discovery, planning, analysis, migration, delivery and governance. 
  • Monitor and share data illustrating the organization’s progress in achieving its strategic content and knowledge objectives with Call Center leadership, Service Operations Strategy team, etc. 
  • Establish and enforce effective governance and change management to drive consistency across enterprise knowledge strategy and increase utilization of knowledge platform  
Physical Actions 
Physical Environment 
Education Requirements 
High school diploma or equivalent required. Bachelor’s degree preferred. Master's degree in Knowledge Management, Information and Knowledge Strategy or Organizational Development is strongly preferred or a post graduate qualification in a related subject OR a professional qualification such as a chartered librarian and information professional through CILIP (Chartered Institute of Library and Information Professionals). KCS and/or KM practices certification preferred. 
Experience Requirements 
Seven or more years of proven enterprise-level knowledge/content strategy consulting or internal experience. Leadership and excellent communication skills. Three years or more experience managing/leading teams. Excellent information technology skills including relationship database programming and/or reporting skills; Salesforce knowledge management platform experience preferred. 
Special Skill Requirement 
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 
Schedule: Full-time

Job Posting: 01/06/2020

Other Locations: United States, Michigan, Grand Rapids,United States, Kansas, Olathe,United States, Arizona, Phoenix