Knowledge Centered Services Program AND Team Manager

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants – et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

Motorola Fixed Video provides trusted security solutions to the global market. This division of Motorola comprises the Pelco and Avigilon brands. Together, they design, develop, and manufacture video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

Job Description

Position Overview

Motorola Fixed Video is seeking a motivated Manager to lead our Knowledge Management Team and he Knowledge Centered Services (KCS) program. This is a full-time position with two phases:

Phase 1: Manage our established VSA KCS Program and team for parental leave coverage, approximately 61 weeks.

Phase 2: Lead one of our growing knowledge teams in our sibling support organization (Motorola Solutions CMSO) and help build their KCS Program.

Responsibilities:

• Manage the Knowledge Team and KCS Program. 
• Support and expand the KCS Program in VSA and across brands, including new acquisitions.
• Develop a quality program for knowledge and establish a consistent voice & tone approach for the team.
• Expand our Knowledge Domain Expert (KDE) Program to ensure our knowledge base is curated and grows, filling knowledge gaps and ensuring consistency.
• Direct the evolution the KCS Coaching Program.
• Expand our approach to analytics & how we measure effectiveness of KCS.
• Act as a representative of Knowledge, Customer Experience, and Customer Communities across all brands and expansions.

Preferred Skills and Experience:

• Experience in leading with a collaborative and team-oriented approach that promotes cooperation and inspires others to join.
• Ability to manage teams while navigating priorities and meeting deadlines.
• Quick learner who is detail-oriented, analytical, and highly organized with the ability to multitask effectively.
• Experienced in analytics, gathering key business and user insights.
• Project or program management experience.
• Skilled with Salesforce Knowledge, Service, and Experience Clouds.
• Experience working with agile teams.

Your competitive advantages

• KCS Practices Certification.
• Understanding of the Salesforce Knowledge Data model.
• Experience establishing effective reporting practices for KCS support organizations.
• Track record of implementing SEO best practices for knowledge programs.

Preferred Qualifications

• Bachelor’s Degree
• Experienced manager, preferably of knowledge management teams. 
• 2 years experience in documentation writing, knowledge base management or technical content creation/management.
• Previous leadership or management of KCS programs in technical support or call center environments. 
• Analytical experience to gather key business and user insights.
• Excellent verbal and written communication skills.

This position is a remote position and candidates can be located anywhere in Canada.

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Basic Requirements

• Bachelor’s Degree and 2 years experience in documentation writing, knowledge base management or technical content creation/management.
• OR 5+ years experience in leadership or management of KCS programs in technical support or call center environments. 

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à [email protected].

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