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Program Specialist 3

Program Specialist 3 to support Knowledge Exchange program at Twilio.
Twilio
Remote
Colombia
Undisclosed salary
Job Description
Twilio is seeking a Program Specialist 3 to support its Knowledge Exchange program. This role involves collaborating cross-functionally, advocating for knowledge sharing, and managing existing knowledge bases. The Program Specialist will analyze data to prioritize knowledge creation and improvement, enforce KCS content standards, and report on program metrics. They will also lead initiatives to implement new features and champion the customer self-service experience.

Role involves:
  • Collaborating with internal Twilio teams and stakeholders
  • Managing existing knowledge bases
  • Analyzing feedback and usage data
  • Enforcing KCS content standards
  • Creating and reporting on metrics
  • Identifying opportunities for improvements in knowledge management
  • Managing Twilio Knowledge-Centered Service (KCS) roles
  • Leading initiatives to enhance KCS adoption
  • Championing the customer self-service experience

Requirements:
  • Business degree, CS degree or equivalent
  • 3+ years experience
  • Hands on experience participating in or leading a KCS program
  • Excellent interpersonal skills
  • Experience with content authoring and publishing
  • Ability to proactively communicate and demonstrate strategic thinking
  • Technical ability to use tools such as Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable etc

What role offers:
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • A retirement savings program
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Twilio

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