Director (eCS Knowledge)


Sunset Hills, MO

What you'll be doing

Monitor tone, design and production of customer service materials to ensure consistency with regard to the company strategy, branding and tone. Define strategy for the company document development life-cycle to ensure a standard methodology is followed by all eCS team members. Manage and develop information for all levels of the eCS organization including training material, policy/procedures, scripts/templates and memos across media sources. Ensure that content is consistently managed within a centralized knowledge management repository and is also consistent with optimum service policies and service standards, customer collateral and training materials. Collaborate with the company corporate communications leadership to ensure the eCS knowledge base remain consistent with company strategy and direction. Integrate content productions, templates and scripts into end-user applications to provide a seamless experience to the company eCS associates. Establish an excellent relationship with the eCS leadership team. Assure all content is updated continuously and archive historical material in an easily retrievable manner. Ensure the customer service policies are reviewed and approved prior to publication. Provide on-going performance feedback and guidance to the eCS team to ensure maximum contribution of talents and energy. Perform other duties as assigned.

What your background should be

Minimum 10+ years of professional experience is required. Must have knowledge in technical writing, communications, marketing, and customer service or information technology. Experience managing multimedia communications programs from end to end (i.e. intranet, video, print communication, etc.). Proven project management, process management and operations management skills with demonstrated ability to handle multiple project assignments simultaneously. Able to effectively handle multiple/complex tasks and able to adjust priorities based on workload and tactical direction. Ability to quickly identify issues and recommend solutions.

Required Schooling / Training

Bachelor degree in business, communications, marketing, MIS.

Who is the client company

If you are interested in this position, send your resume to