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Knowledge Management Producer

POSITION SUMMARY:

This position is accountable for the development of premier intranet experiences integrating contextually relevant information, engaging design, and technology improvements for all areas of Domestic Trade Support and Service, Consumer Outreach, and our International Contact Centers located in the United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.  Accountable for product support and aligning Knowledge Management tools to meet global contact center objectives for all markets (eg, United States, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA), including supporting content in multiple languages (eg Spanish, Mandarin, Portuguese, and Italian).  Assists with the development of creative, content, and technology strategies for enterprise by collaborating with IT and vendors.  Works with content owners, market leads (both internationally and domestically), and business owners for all global contact centers collecting business requirements for intranet product development.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Directly oversees a professional staff of associate producers in multiple remote and international locations responsible for completing significant Knowledge Management projects and initiatives that drive measurable performance improvements.

  • Design, develop, and deliver intranet webpages with information about products, procedures, and policies for all markets both Domestically and Internationally for all global markets.

  • Design, develop, and deliver email communications to accompany webpages, with an audience of all global contact center employees.

  • Accountable for monitoring and tracking content during the product life cycle.

  • Accountable for QA of overall content.

  • Coordinates cross-team participation in content development.

  • Assists with the maintenance of intranet web presence directed to all areas of the business with a focus on all Global Contact Centers.

  • Work with cross-functional departments including Marketing, Port Operations, Digital Transformation, Hotel Operations, Housekeeping, and more as well as external vendors to collect business requirements related to new products, programs, and policies.

  • Manages and drives new product and product update lifecycle.

  • Be proactive about taking on tasks that will improve content relevancy or user acceptance.

  • Accountable for increasing user acceptance and adoption rates for intranet content and global communications across all touchpoints.

  • Coordinates product launch initiatives and in product demos and product training.

  • Accountable for reinforcing brand identity and messages to internal employees through the web experience and global communications.

  • Accountable for responding to feedback related to intranet content and global communications.

  • Tracks intranet site usage, develops analytics reports, and modifies site to capitalize on intranet usage changes.

  • Manages and delivers special products for the global contact centers.

  • Accountable for ensuring constant after-hours availability for emergency communications.

  • Accountable for developing intranet web content and communications under high-stress, high-accuracy, low-latency conditions during incidents.

  • Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

 

QUALIFICATIONS, KNOWLEDGE, & SKILLS:

  • A bachelor’s degree from an accredited college or university in communication or business is required.  A Master’s degree in communications or business is preferred.

  • Must have 2 years experience in a role relating to global communications, knowledge management, or marketing.

  • Must possess excellent written and verbal communication.

  • Strong copywriting experience is required.

  • Must be a highly organized self-starter able to manage multiple concurrent work streams, producing high-quality deliverables while working with minimum supervision.

  • Cruise line reservation systems and 2 years’ experience working in or with travel agencies is required.

  • A certified product manager certificate is required.

  • Graphics design experience required.

  • Experience with JavaScript and other web programming languages is required.

  • Must be proficient in Microsoft Office suite (Word, Excel, Powerpoint, Outlook) to at least a moderate level of proficiency.

  • Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy-to-understand documents.

  • Must have experience in building webpages in HTML, or have experience designing communications for global audiences.

  • Software specification interpretation skills.

  • Ability to collaborate on strategies and craft tactical solutions to achieve strategic goals.

  • Ability to document or describe strategy and tactics, implement plans, metrics, success factors, and contingency plans.

  • Ability to propose metrics for measuring the effectiveness of tactics and be able to understand and relate data in a way that will provide useful information for assessing and enhancing product offerings.

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