Knowledge Management & Content Development Supervisor

The Knowledge Management & Content Development Supervisor is responsible for overseeing the development, deployment, and maintenance of operational, technical, and support materials to help ensure success in retail locations. This includes the stores' policy and procedural manual, knowledge bases, self-service support tools, instructional videos, technical communication campaigns, physical and digital ephemera, and an assortment of user guides. The Knowledge Management & Content Development Supervisor will work with IT and business groups across the company to deliver user-friendly, consistent, and single-sourced content that empowers retail locations to achieve and exceed their sales mission.

• Partner with leadership and management across IT and the business to plan, prioritize, assign, and execute content development tasks.
• Partner with internal teams-especially multimedia-to plan and prioritize the creation and maintenance of a variety of content, including: knowledge bases, documentation, videos, graphics, and websites.
• Ensure that all projects have the appropriate level of support from content developers.
• Ensure content is delivered on time and according to internal standards.
• Enforce documentation standards based on Information Mapping methodology, maintaining scannability for fast and effective browsing.
• Mentor and coach content developers.
• Advise business owners and SMEs on the various types of content the team manages, as well as suitable approaches for individual projects.
• Contribute to the strategy to integrate single-sourced, contextual self-serve knowledge articles into applications and support tools.
• Contribute to the lifecycle management strategy, ensuring stakeholders' content remains current and relevant.
• Monitor and suggest improvements to the lifecycle maintenance system and knowledge management tools.
• Work with audit, loss prevention, legal, and the business to determine requirements for the audit scorecard and to identify other compliance concerns.
• Engage with IT resources and project managers to understand the direction and status of development, adjusting timelines and priorities, as appropriate.
• Provide clear goals and objectives for staff.
• Gain appropriate access to environments needed to create and capture systems, features, and functionality.

• Oversee and execute content creation projects, including weekly updates to various knowledge bases.
• Review and approve assets before they are deployed to production. Identify any concerns and escalate, when appropriate.
• Oversee the integration of single-sourced content into virtual support tools and applications.
• Oversee and execute scripting for video creation.
• Supervise the development and execution of communication campaigns. Execute when appropriate.
• Oversee the testing and deployment of enhancements to knowledge management tools.
• Assist in the annual review of the audit scorecard to identify and measure risk and to establish goals for operational additions. Ensure that reporting is available for the audit team.
• Collaborate with legal to support jurisdictional legislation, including the production of policy, recommendations for system modifications, signage, and public-facing statements of policy and compliance.

Operational Management & Optimization

• Assist in governing documentation standards regarding order, clarity, conciseness, formatting, and style.
• Support the development of single-sourced content for communications, online outputs, printed materials, video/multimedia content, training content, and in-app help.
• Attend and delegate scrum meetings. Hold daily standups for internal teams to monitor progress and shift priorities.
• Assist in governing style guides and technical means of publication of all in-house user-facing material.
• Ensure existing content is routinely reviewed by the business to incorporate evolving direction, new system functions, and revisions to scope, content, and publication method. Socialize the lifecycle maintenance system and enforce its utilization.
• Collaborate with support groups to identify methods of communication and collaboration between teams to promote knowledge transfer and end-user problem resolution.
• Provide feedback on and approve workarounds and communications related to technical issues.

Support & Outreach

• Collaborate with the business to advocate for the conversion of extempore manuals and documentation into the Policy and Procedure Manual to provide greater usability and access to business information.
• Provide guidance and expert advice to business stakeholders and IT development regarding content creation.
• Collect feedback regarding content and use feedback to assign improvement tasks.
• Manage second-level support to address policy and procedure questions or concerns.
• Support internal audit through data discovery and policy clarification.
• Support legal in internal and external matters requiring audit history reporting and policy/documentation discovery.

• Occasional travel to retail and field management locations to perform research.
• Occasional travel to meetings, seminars, and conferences.
• Occasional after-hours and weekend support for system rollouts.
• Facilitate and advise on resolution of issues raised through SCO Helpdesk.
• Facilitate and advise on resolution of issues submitted to the Methods queue.
• Act as a documentation and content subject matter expert and key resource for continuous improvement projects.
• Some travel may be required.
• Work outside the standard office 7.5-hour workday may be required.

Required

• 5+ years of IT and/or Business experience.
• Understanding of essential business functions of an organization.
• Experience implementing IT solutions.
• Familiarity with the SDLC and general software development.
• Technical writing/software documentation experience.
• Fundamental understanding of web publishing and web servers.
• Hands-on experience developing and executing test cases and test plans.
• Experience supporting or supervising Knowledge Bases and/or Knowledge Management Systems.

Preferred

• Knowledge of InfoMapping methodology.
• Project Management Skills.
• Web design experience.
• Photoshop.
• Madcap AMS Professional Suite.
• WalkMe or similar digital adoption tool.
• MS365 familiarity.
• Basic Adobe Creative Suite knowledge.

Personal Attributes

• Skillful and concise writing skills that demonstrate an understanding of semantics, grammar, spelling, and the rules of composition.
• Proven ability to take complex, technical information and translate it for colleagues and users who have non-technical backgrounds.
• Experience instructing others in how to accomplish tasks or master skills.
• Strong presentation and interpersonal skills.
• Proficiency in Microsoft Office suite.
• Strong analytical, conceptual, and problem-solving abilities.
• Strong creative eye with attention to detail.
• Strong written and oral communication skills.
• Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.
• Ability to work in a team-oriented, collaborative environment.
• Ability to transform an idea or need into a completed solution or work product.
• Commitment to fostering a culture of inclusion and diversity.