Lead - Service Client Knowledge Management — On Running
- Lieu
- Zürich
- Contrat
- full-time
- Publié
- Hier
Vue d’ensemble du poste
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.
Processus de candidature
- 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.
Entreprise et contexte
- 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.
Détails supplémentaires
- 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 et contenu original
- 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 sur cette offre
Quel salaire propose On Running pour ce poste ?
On Running indique CHF 101 500 - 154 000 bruts par an pour ce poste à Zürich. Il s'agit du salaire publié dans l'annonce d'origine (ou, si l'employeur ne précise pas de montant, d'une estimation réaliste pour le rôle et le secteur) — le calculateur de ce site le convertit en net réel une fois l'impôt frontalier et les cotisations sociales appliqués.
Est-ce un poste à temps plein, et quel type de contrat propose On Running ?
Cette offre est un poste en temps plein. Le type de contrat affiché ici provient directement de l'annonce originale de l'employeur ; confirmez toujours les horaires exacts, le préavis et la durée d'essai avec On Running pendant le processus de candidature, ces détails pouvant varier même au sein de la même catégorie de contrat.
Ai-je besoin d'un permis de frontalier pour un poste dans le canton de Zurich ?
Les résidents UE/AELE domiciliés dans la zone frontalière du pays voisin du canton de Zurich peuvent demander un permis G ; l'employeur suisse le dépose auprès de l'office cantonal des migrations après signature du contrat. Les règles de zone frontalière et les délais varient selon le pays voisin et le canton — confirmez les détails auprès de l'office des migrations du canton de Zurich ou avec les RH pendant la candidature.
Comment postuler à ce poste chez On Running ?
Utilisez le bouton « Postuler maintenant » sur cette page — il renvoie directement à l'annonce originale de On Running sur boards.greenhouse.io, votre candidature arrive donc directement dans le système de suivi des candidatures de l'employeur. Frontaliere Ticino ne collecte ni ne transmet lui-même les candidatures.
