Global KCS & Knowledge Management Lead

About the role

Rockwell Automation is hiring a Global KCS & Knowledge Management Lead, a strategic individual contributor reporting to the Senior Director, Global Customer Care. The role designs, implements and establishes the Knowledge-Centered Service (KCS) methodology and the Knowledge Management framework across the global Customer Care organization, defining governance, operating models, adoption plans, success metrics and content management processes. It is based in Mexico or Colombia, hybrid, with no direct reports.

Key responsibilities

• Lead the global implementation of KCS and define the Knowledge Management operating model, governance framework, roles and processes.
• Develop the KCS adoption roadmap and act as the main subject matter expert for KCS and knowledge management.
• Set standards for content creation, validation, publication, maintenance, retirement and lifecycle management, including content ownership and accountability.
• Lead change efforts for KCS adoption, define expectations for contributors, reviewers, coaches and publishers, and partner with Enablement and Quality to embed KCS in onboarding and operations.
• Manage the performance framework covering article reuse rate, search success rate, contribution rate, content quality, article health, time to publish, self-service success rate, deflection opportunities and KCS adoption metrics, and build executive dashboards.
• Partner with Salesforce Knowledge, Coveo, Digital, IT and other teams on knowledge structures, taxonomies, metadata and AI-ready knowledge capabilities.

Required profile

• Bachelor's degree (mandatory).
• 7+ years of experience in Knowledge Management, Customer Support Operations, Customer Success, Service Operations, Enablement, Quality or related fields.
• Demonstrated experience implementing or scaling Knowledge Management programs and leading projects in a global organization.
• Experience defining KPIs, performance reporting and operational metrics.
• Preferred: KCS certification, experience with Salesforce Knowledge, Coveo or similar platforms, and familiarity with AI-enabled knowledge management.
• Legal authorization to work in the country of hire.

The role requires leadership, change management and partner skills. Benefits such as health insurance and a pension plan are available; details are shared by the recruiter.