Director, Knowledge & Support

The Director of Knowledge & Support will govern the strategy and execution of field-facing knowledge and 1st-level support, empowering field employees to accomplish their sales mission by reducing the cognitive load surrounding physical and digital tools. This individual will support the integration of new technologies and services in the knowledge and ITSM spaces in collaboration with ETG partners. 

This individual will direct overarching strategy of the following teams: Content Development, Multimedia Development, and Store Computer Operations (SCO) Helpdesk. This role will lead Content and Multimedia in the development, integration, and presentation of fingertip knowledge bases and support of business efforts in creating effective communications, documentation, graphics, and videos to support IT and business initiatives. This role will lead SCO’s 1st level operational and technical support services for stores, modernizing and automating processes while maintaining above industry standard levels in satisfaction and service metrics to preserve store up-time and sales productivity.

This is not a remote/hybrid position and will report to our downtown Cleveland, OH HQ.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships

Strategy & Planning 

• Partner with leaders across the organization to understand content and support needs. 
• Build and strengthen partnerships “across the aisle” with ETG. Facilitate open collaboration to integrate shared solutioning and minimize tech debt. 
• Evangelize content and support services and the benefits of in-house resources. 
• Work with POS/PMO leadership to ensure that Content & Support workstreams are accurately positioned in the software development lifecycle (SDLC). When workflow issues arise, advocate for the teams. 
• Research tools and platforms for content management and support, modernizing when appropriate. Explore and leverage under-utilized and newly introduced functionality in existing software, including WalkMe, ServiceNow, and MadCap. 
• Develop and support lifecycle management of knowledge assets. 
• Set meaningful goals to improve service metrics with the goal of decreasing support time and downtime in stores, including defining service level agreements (SLAs) for both internal and second level support and key performance indicators (KPIs) for the SCO Help Desk. 
• Driver modernization of support modalities and standards across Content Development and SCO Helpdesk. Integrate methods of self-service, introduce deflection methods, and partner with 2nd level support and Dev Ops to drive development of observability and self-reporting / self-healing processes within systems to drive down overall call volume to the SCO Helpdesk by providing automated / fingertip answers and resolutions. 
• Transition SCO Helpdesk from call resolution to problem resolution. Develop the roles, reporting, and processes to execute support at a higher level of solving problems rather than resolving incidents. 
• Coalesce the needs of all PSG technical groups and represent PSG to the Digital Technology organization in defining our ITSM needs and requirements in asset management, problem management, incident management, knowledge base management, request fulfillment, and reporting. 
• Partner with Audit to execute an annual review and update of the audit scorecard. 
• Direct the strategy for the creation, maintenance, and archival of videos, infographics, logos/branding, one-sheeters, and stand-alone websites to support technical and operational initiatives. Set standards so workflows are repeatable and efficient and so content is discoverable for legal. 
• Partner with Change Management to develop and advise on integration strategies and needs. 
• Partner with enterprise to research AI tools and explore opportunities to integrate into knowledge and support experiences. 
• Create a strategy for the introduction and long-term management of AI tools. 
• Pursue continual elevation of support services through automation or reduction of time spent resolving issues. Develop plans to expand the self-service model, reducing touchpoints. 
• Analyze incident volume and ensure staffing plans reflect the bandwidth required to provide white-glove customer service. 

Development & Deployment 

• Act as