Knowledge Operations Lead

Job Description

PLAYER EXPERIENCE
What We Do
Player Experience is responsible for the overall health and happiness of Epic's players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic's players.
What You'll Do
We're looking for a Knowledge Operations Lead to join the Knowledge & Training team at Epic Games. You will help in creating the best player and agent experience possible when interacting with Epic Games Player Support.
In this role, you will
• Lead a team of Knowledge Managers and Training managers, including performance management, and supporting growth plans.
• Drive alignment with our AI initiatives, and be responsible for the continuous improvement of our AI tools through analysis, prompt writing, and optimization
• Own and delegate knowledge management projects
• Support, maintain, and configure our Knowledge Management System
• Provide KCS coaching to others as a part of our KCS program
• Create, edit, and publish articles
• Perform quality audits, run calibration exercises, and analyze and action knowledge article feedback, new drafts, and article trends. Deliver presentations and status reports to leadership based on the trends
What we're looking for
• 5+ years in knowledge management; KCS Practices Certified
• 7+ years of direct people leadership experience
• AI prompt writing experience
• Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate
• Ability to present complex information to executive leadership
• Ability to deal with sensitive situations and malicious content online (text, images, videos)
• Experience with training/education best practices and the creation of virtual training modules
• Ability to quickly adapt and adjust priorities
• Ability to own and run projects without supervision
• An understanding of Search Engine Optimization and how to improve search results

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-bxqo66-35-215-184-102-42 in your application.