Lead - Customer Service Knowledge Management — On Running
- Location
- Zürich
- Contract
- full-time
- Posted
- Yesterday
Role overview
In short
As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion.
This mission-critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next-gen AI automation.
- In short
- As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion.
Application process
- a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
- Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution. AI & Salesforce Integration:
- Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
- Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates. Knowledge Performance & Improvement:
- Measure knowledge usage, search success, content health, and knowledge-related service failures.
- Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
- Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency. Your story
- Customer Service Background: Solid operational background in Customer Service environments.
Company and context
- You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization.
- We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network. Your mission Global Strategy & Governance:
- Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
- Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
- Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.
- Content Architecture & Omni channel Alignment:
- Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
Additional details
- We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network. Global Strategy & Governance:
- Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
- Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution. AI & Salesforce Integration:
- Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates. Knowledge Performance & Improvement:
- Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.
- Other languages are a plus.
- You will work closely with our Teams in Berlin, Zurich and Portland, and our external partners across the globe.
Notes and original content
- We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network.
- Your mission
- Global Strategy & Governance:
- Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution.
- AI & Salesforce Integration:
- Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.
- Knowledge Performance & Improvement:
- Your story
- Meet the team
- What we offer
Questions about this listing
What salary does On Running offer for this role?
On Running lists CHF 101'500 - 154'000 gross per year for this position in Zürich. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does On Running offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with On Running during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Zürich?
EU/EFTA residents living in the border zone of the country adjoining Canton Zürich can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Zürich's cantonal migration office or with HR during the application.
How do I apply for this position at On Running?
Use the "Apply now" button on this page — it links directly to On Running's original listing at boards.greenhouse.io, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
