Global Knowledge Management Leader – 3M

Job Description:
3M is seeking a Global Knowledge Management Leader for the Business Services Organization Division located in Maplewood, MN. At 3M, you can apply your talent in bold ways that matter. Here, you go.

Job Summary:
In Service Automation, we are seeking to transform our customer service operations to achieve an in-depth understanding of our customers “3M journey” in order to drive personalized service through process and technology improvements that: enhance the customer experience, promote customer loyalty and growth, and grow the 3M brand by enabling customer success. As a key part of this broader program, 3M is seeking to hire a Global Knowledge Management Leader who will lead the effort to transform 3M’s customer service operations into a knowledge-driven organization. This position will work with the Customer Services and Technical Services organizations globally to define the process, tools, and metrics to enable the capture, management, and delivery of knowledge to help customers better understand 3M products and resolve their issues.

Primary Responsibilities include but are not limited to the following:
• Responsible for cross functional collaboration with the Global Service Automation Leader, Business Services (BSO), IT, Technical Service Leaders, Area CRM teams, and our businesses to establish the organization’s Knowledge Management strategy
• Lead the implementation and roadmap of the Knowledge Program with focus on achieving the strategic goals of the global customer service automation program. Responsible for the awareness and adoption of knowledge process and systems
• Engages with stakeholders and business units on all efforts related to the knowledge management programs, to include but are not limited to: content analysis, document management, data capture, portals, shared storage locations, workflow, collaboration, data warehousing, decision support, information dissemination; planning to encompass the strategy, architecture and methodology for an enterprise modernization effort; selection, implementation and measure of packaged solutions for enterprise modernization; complete integration of applications with target data and defined processes
• Responsible for leveraging industry best practices such as Knowledge-Centered Support (KCS) to support the business outcomes of improving self-service and faster issue resolution
• Lead the development and implementation of content strategies (i.e., enterprise governing structure of how to organize and categorize content) for the web and internal systems including discovery, planning, analysis, migration, delivery and governance
• Establish and enforce effective governance and change management to drive consistency across enterprise knowledge strategy and increase utilization of knowledge platform
• Develop and manage deployment of communications and awareness programs to increase sharing and collaboration
• Monitors and evaluates the knowledge management program, including external benchmarking and the establishment of Key Performance Indicators to quantify the effectiveness of the knowledge program

This position will require:
Working off hours (outside of United States standard business hours)

Basic Qualifications:
• Bachelor’s degree or higher from an accredited university
• Minimum of five (5) years of experience running a Knowledge Management or Knowledge-Centered Support (KCS) Program
• Working off-hours (working outside standard business hours in the United States)

Preferred Qualifications:
• Certified Knowledge Manager (CKM) or KCS Certification
• Bachelor’s degree or higher in Knowledge Management, Library/Information Science, Information Systems, Communications, or Business from an accredited university
• Service Console experience and proficiency
• Intimate knowledge of Knowledge Management Systems (Salesforce Knowledge, Knova, InQuira) and search engine optimization (SEO) A track record of scaling a global program
• Clear examples of conceiving and delivering innovative solutions
• Demonstrated project management success
• Understanding and ability to lead the development of customer services processes
• Experience with Change Management around business strategy and the technology to enable it
• Ability to work with cross functional teams and across multiple functions and disciplines
• Ability to engage and influence the organization
• Ability to multi-task and handle large workloads under time constraints
• Results oriented with strong process and execution skills
• Strong verbal and written communication skills including the ability to present to the most senior management levels at 3M
• Strategic vision – looking at the future – and execution
• Advanced Skills in Microsoft Office Suite, specifically Excel and Access
• Experience with Customer Service processes and systems
• Supervisory experience
• Global Order to Cash experience
• Active listening skills with outstanding interpersonal qualities and a natural, effective consultative style
• Ability to collaborate across functions/teams
• An ability to operate in ambiguous complex environments and with limited supervision
• Strong problem solving skills utilizing resources across departments and businesses to create solutions
• Demonstrated strong initiative with improvement activities in previous role(s)
• Demonstrated ability to drive game changing metrics
• Demonstrated ability to continuously maintain and improve productivity and service offerings
• Proven leadership and influencing skills
• Strong financial skills and understanding
• Strong analytical competencies

Location: Maplewood, MN

Travel: May include up to 25% international travel

Relocation: Is not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status)

Original posting / application information