IJP: Knowledge Management Specialist

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

As a Knowledge Management Specialist, you will lead a team of 4-6 Knowledge Management Coordinators, ensuring they effectively manage, maintain, and enhance our knowledge resources to support customer care operations. Your role is pivotal in driving knowledge accessibility, accuracy, and continuous improvement while collaborating with cross-functional teams to optimize learning and information-sharing strategies.

Key Accountabilities:

Leadership and Team Management

• Lead, mentor, and support a team of Knowledge Management Coordinators to ensure the seamless execution of knowledge-sharing initiatives.

• Oversee the performance, development, and workflow of the team, ensuring alignment with company objectives.

• Foster a collaborative and high-performance culture, providing coaching and training as needed.

• Ensure all agent and support role processes are documented, accurate, and easily accessible within the Knowledge Management System (KMS).
• Develop and maintain a structured review and audit process to ensure knowledge base accuracy, consistency, and compliance.
• Implement best practices for naming conventions, tagging, and categorization to improve searchability and user experience.
• Collaborate with L&D, Operations, and Continuous Improvement teams to integrate knowledge management into training programs and operational workflows.

Insights and Continuous Improvement

• Utilize analytics and reporting tools to assess knowledge base usage, identify knowledge gaps, and drive improvements.
• Lead the development of weekly and monthly reports summarizing key knowledge trends, training needs, and system performance.
• Work closely with Training Managers and L&D leads to develop supplementary learning materials and training initiatives.

• Act as the primary liaison between Operational, Customer Care, Product, and Training teams to ensure alignment on knowledge updates.
• Lead the implementation and optimization of AI-driven knowledge tools, including the rollout of new knowledge management technologies.
• Drive agent engagement with the KMS by promoting a knowledge-sharing culture through training, gamification, and process improvements.