Knowledge Exchange Specialist

Join Twilio as a Program Specialist within the Knowledge Exchange team, where you will play a pivotal role in enhancing employee and customer experiences through best-in-class knowledge management practices. This remote position, based in India, offers the opportunity to collaborate across global teams, drive the adoption of AI and automation, and support the continuous improvement of our KCS program. Be part of a dynamic environment that values innovation, diverse experiences, and proactive problem-solving.

Job Overview

• Support and enhance the Knowledge Exchange program, connecting employees and customers with solutions via self-service, AI assistants, and assisted support.
• Partner cross-functionally to maximize knowledge adoption and improve operational processes.
• Lead initiatives to implement new features and automation for improved knowledge management.

Key Responsibilities

• Collaborate with internal teams, stakeholders, and partners to advocate knowledge sharing.
• Analyze feedback and data to prioritize knowledge creation and Help Center improvements.
• Create, analyze, and report on metrics for program usage and success.
• Configure and maintain the Knowledge Base CMS, including Zendesk settings and permissions.
• Identify and implement innovations in knowledge management platforms and practices.

Required Skills & Qualifications

• Bachelor's degree in Business, Computer Science, or equivalent experience.
• Minimum 3 years of experience in KCS program participation or leadership.
• Strong interpersonal skills and ability to build effective relationships.
• Experience managing platforms and performing data analysis.
• Proactive communicator with strategic and operational thinking.
• Technical proficiency in Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable.
• KCS v6 certification (preferred).
• Experience in operational or analytical roles in large organizations.
• Familiarity with traditional program management principles.