Head of Content and Knowledge Management Operations

About the Role:

This is a leadership role reporting to our Head of Enablement within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

About the Team:

We seek a dynamic and experienced individual to join our team as the Head of Content and Knowledge Management Operations (CKMO). In this role, you will lead the design, implementation, and continuous improvement of content management for all customer facing and employee facing content. You will be responsible for leading change management and ensuring that our customer service representatives are engaged in this effort, adopt content management best practices, and have access to content to deliver exceptional service experiences to our customers. You are also responsible for delivering simple, easy to consume content in our product to support customer needs and enable AI to serve our customers. Your role is to bring your content and ...