Knowledge Manager

PLAYER EXPERIENCE

What We Do

Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.

What You'll Do

The Knowledge Manager is responsible for evangelizing KCS, coaching others on KCS practices, and maintaining the knowledge base for a growing team of 1300+ vendors that handle player questions, player issues, and various other agent responsibilities. You will also help maintain the article lifecycle from creation to auditing and analysis.

In this role, you will

• Provide KCS coaching to colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program
• Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with Training Managers to align article content with training materials and ensure accuracy
• Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates
• Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams
• Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes
• Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives
• Provide backup support for the Training Manager when needed and ensure the successful implementation of knowledge strategies across the organization

What we're looking for

• 4+ years in knowledge management; KCS Practices Certified
• Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate
• Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management
• Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results
• Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment
• Capable of managing and executing projects independently while adhering to established knowledge management processes
• Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment
• Nice to have: Understanding of video games and gamification of learning content, including 3D learning
• Nice to have: Ability to deal with sensitive situations and malicious content online (text, images, video)

This role is open to multiple locations across North America and Europe (including CA & NYC).

Pay Transparency Information

The expected annual base pay range(s) for this position are detailed below. Each base pay range is relevant only for individuals who are residents of or will be expected to work within the specified locale. Compensation varies based on a variety of factors, which include (but aren’t limited to) things such as skills and competencies, qualifications, knowledge, and experience. In addition to base pay, most employees are eligible to participate in Epic’s generous benefit plans and discretionary incentive programs (subject to the terms of those plans or programs).