Knowledge Exchange Program Specialist

Join Twilio as a Knowledge Exchange Program Specialist, supporting our Knowledge Exchange team to elevate the employee and customer experience through effective knowledge management and AI adoption. This remote role, based in India, offers opportunities to collaborate across global teams, drive strategic initiatives, and lead improvements in knowledge sharing platforms and processes.

Job Overview

This position supports Twilio's Knowledge Exchange program, connecting employees and customers with solutions via self-service, AI assistants, and expert support. You'll champion knowledge sharing, analyze metrics, and drive enhancements in our knowledge management practices and platforms.

Key Responsibilities

• Collaborate cross-functionally with internal teams, stakeholders, and partners.
• Advocate and promote knowledge sharing across Global Operations teams, including Onboarding & Compliance and Customer Support Operations.
• Analyze feedback, usage, and data to prioritize content creation and improvement of self-service experiences.
• Create, analyze, and report on metrics to measure knowledge adoption and program success.
• Configure and maintain the Knowledge Base CMS (Zendesk), including labels, categories, tags, and permissions.
• Lead initiatives to implement new features and processes that enhance KCS health and maximize AI and automation adoption.

Required Skills & Qualifications

• Bachelor's degree in Business, Computer Science, or equivalent experience.
• 3+ years' experience in knowledge management or KCS programs.
• Hands-on experience participating in or leading a KCS program.
• Excellent interpersonal skills and ability to foster strong relationships.
• Experience managing platforms and analyzing data.
• Proactive communicator with strategic and operational thinking abilities.
• Technical proficiency with Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable.
• KCS v6 certification preferred.
• Strong analytical and problem-solving skills.
• Experience in operational or analytical roles within large organizations.