Senior Knowledge Base Officer

<p><strong>POSITION SUMMARY: <br/><br/></strong>The Customer Operations Service (COS) unit is part of the Data &amp; Tech department which provides guidance, services and digital tools to producers and companies, enabling them to join our programs, achieve certification, monitor progress, trade and make sustainability claims, and generally handle their supply chains and responsible sourcing relationships. <br/><br/>The Senior Knowledge Base Officer is part of the Customer Operations Service (COS) Unit, responsible for leading and maintaining both the internal and external Knowledge Base. This ensures that knowledge is easily accessible for all stakeholders, with the Knowledge Base serving as the one-stop shop and single source of truth. Additionally, the role is crucial in the design process, overall architecture, and development of the system, as well as in change project program management within the organization and customer success support.<br/><br/>As the Senior Knowledge Base Officer, you will structure and use the company's knowledge assets to enhance the overall customer experience. The position is pivotal in building internal capacity and ensuring that our internal stakeholders adhere to a consistent publication process.<br/><br/><strong>RESPONSIBILITIES: </strong></p> <ul> <li>Owns (improving/optimizing/maintaining) the Knowledge Base that supports our consistent and timely response to inquiries and contributes to the overall Customer Experience</li> <li>Manages (as a main point of contact) the relationship with the software external provider, ensuring the Knowledge Base features are aligned with customer requirements</li> <li>Ensures that a robust governance system of the Knowledge Base is in place: clear version control and updates processes</li> <li>Ensures that the future ambitions for the Knowledge Base system are aligned with best practice and organizational strategy</li> <li>Ensures that this is set up in a manner to facilitate: <ul> <li>Consistent messaging and responses to our external partners, regardless of the point of entry (Customer Success, Corporate Engagement &amp; Partnerships (Markets), Certification Partner Support etc (colleagues in the field supporting our Certificate Holders))</li> <li>One stop shop for front line staff to find the most up to date answers and latest versions, and use them to respond to questions (also reducing the time required to craft customised responses)</li> <li>Guiding users towards the correct answers (via decision logic / trees etc)</li> <li>The critical assessment, and evolution of standard question &amp; answers towards automated responses as far as possible</li> </ul> </li> <li>Identification of trends, and problem areas that triggers the process for training, and/or requirement improvements</li> </ul> <p><strong><br/>QUALIFICATIONS: </strong></p> <ul> <li>Education: Bachelor’s degree or higher</li> <li>Work Experience: Minimum 5 years of relevant experience</li> <li>Experience with customer service knowledge software (knowledgebase systems) such as Atlassian tools/Doc360 is essential.</li> <li>Ability to align key attributes of multiple (technical) solutions through market research or best practices, resulting in the best customer experience is critical</li> <li>Excellent stakeholder management skills, good interpersonal skills &amp; customer orientation within the supply chain and customer success</li> <li>Able to multitask, prioritize, and manage time efficiently</li> <li>Experience in implementing process improvements with an analytical approach</li> <li>Communication Skills: Excellent writing, editing and verbal communication skills in English, with fluency in multiple languages preferred</li> <li>Mission: Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture and/or forestry preferred</li> <li>Travel Requirements: Ability to travel up to 10% per year, including internationally</li> </ul> <p><strong><br/>Job Level:</strong> 4<br/><br/><strong>Salary:</strong> Commensurate with experience<br/><br/><strong>Salary:</strong> For USA based candidates only:<strong> </strong></p> <ul> <li><strong>National Salary range (Excluding NY and DC) - </strong>$52,441- $74,916</li> <li><strong>New York Salary Range - </strong>$62,306 - $89,009</li> <li><strong>Washington DC Salary Range - </strong>$60,307 - $86,154</li> </ul> <p><strong> <br/></strong><strong>Deadline:</strong> 28 June 2024<br/><br/><strong>Notes:</strong> Only candidates authorized to work in locations in which we are registered will be considered.<strong><br/><br/></strong><strong>If you have any questions about the job vacancy, please contact the HR department: </strong><a href="mailto:recruitment@ra.org" rel="noopener" target="_blank"><strong>recruitment@ra.org</strong></a><br/><br/><strong>Who we are:<br/></strong>The Rainforest Alliance is creating a more sustainable world by using social and market forces t