Senior Program Manager - Support Knowledge

Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.

This Senior Program Manager - Support Knowledge role is responsible for delivering key strategic initiatives in the area of knowledge management.  This includes supporting the Knowledge Centered Service (KCS) program, as well as other knowledge and content management-related activities. This critical role is part of the Support Service Enablement team within Global Support and delivers on our mission to provide world-class product expertise and customer experience enhancements through continual innovation. 

• Manages the development and implementation of knowledge management success, including program strategy, goals, roles, processes, and systems that deliver measurable results.  

• Enables continuous integration of knowledgement management practices into business operations, utilizing KCS principles to ensure content quality is exceptional and time to publication goals are met.

• Leads cross-functional teams to drive adoption of new processes and practices, manages change through collaboration and communication. Assesses and manages risks, develops risk mitigation strategies.

• Defines requirements for knowledge management systems and platforms that support efficiency and effectiveness. Collaborates with implementation teams to ensure successful delivery of enhancements.

• Defines key performance metrics, measures and reports on the success of knowledge programs.

• Collaborates effectively with key stakeholders and subject matter experts to understand the needs of our customers and employees and drives continuous improvement to business outcomes.

PREFERRED EXPERIENCE

• 7+ years of experience in a program management or knowledge management role within a support or customer experience organization in technology or a related industry.

• Practical experience applying and implementing Knowledge Centered Service (KCS) principles and practices within a support organization.

• Familiarity with modern knowledge management systems and platforms and hands-on experience with knowledge base implementation and administration (Salesforce, ServiceNow, Guru). 

• Excellent verbal and written communication skills. This includes skill in collaborating with subject matter experts and managers to help deliver business results.

• A demonstrated ability to adapt to new technologies and learn quickly, familiarity with emerging technology trends.  

• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to lead cross-functional teams with influence, not authority.

• Excellent team player, able to work with virtual and global cross-functional teams.

• A bachelor’s degree in business management or a related field, or 6-10 years equivalent work experience.

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.