Program Manager

hace 1 mes

San José, San José, Costa Rica Netskope A tiempo completo

About Netskope

We are a market-leading cloud security company with a commitment to openness, honesty, and transparency. Our award-winning culture is driven by hundreds of employees across offices in various locations. We strive to keep work fun, supportive, and interactive.

About the Role

We are seeking an experienced Program Manager to lead the development and implementation of our Customer Solutions Group's (CSG) Knowledge Management strategy. The successful candidate will be responsible for designing, planning, and executing programs that support knowledge sharing, documentation creation, and reuse across multiple teams and departments.

Key Responsibilities:

  • Program Strategy and Planning:
  • Develop and execute a comprehensive program plan to continue the rollout of KCS initiative to all required groups across Netskope.
  • Improve the strategy of the internal enablement series and continue ensuring high quality and high impact sessions are conducted by working with experts from different departments.
  • Work with stakeholders to define metrics for success and establish key milestones.
  • Knowledge Management (KM):
  • Understand all the knowledge-sharing systems, processes, and tools to capture, share, and reuse organizational knowledge.
  • Work with Netskope tech pubs to provide feedback on areas of documentation improvement based on feedback from users and tools.
  • Track the close loop activities by using data from tools and ensure completion of the close loop activities.
  • Foster a culture of collaboration and knowledge sharing across teams and departments.
  • Knowledge-Centered Service (KCS):
  • Implement KCS principles and best practices throughout the organization.
  • Maintain a shared repository of knowledge articles, which are updated and refined through feedback from customers, experts, and KCS members.
  • Enablement:
  • Improve the existing internal training programs to enhance employees' knowledge with Netskope features and functionality.
  • Provide training, coaching, and guidance to teams on KCS process and methodology.
  • Stakeholder Engagement:
  • Collaborate with departmental leaders to drive KCS and enablement initiatives through cross-functional working groups and task forces.
  • Communicate program progress, successes, and challenges regularly to stakeholders at all levels of the organization.
  • Program Execution:
  • Oversee daily activities related to KCS and enablement programs, such as data collection, reporting, and performance monitoring.
  • Host internal enablement sessions and coordinate with panelists from different teams across the organization.
  • Metrics and Evaluation:
  • Establish and track key performance indicators (KPIs) for program success, including adoption rates, knowledge quality, and user satisfaction.
  • Conduct regular evaluations of program effectiveness to identify areas for improvement.

Additional Responsibilities:

  • Analyze business needs and opportunities to apply knowledge management, KCS, and enablement strategies to improve organizational efficiency, innovation, and customer satisfaction.
  • Identify and mitigate risks associated with the implementation of KCS and enablement programs.
  • Collaborate with IT teams to develop and implement technology solutions to support knowledge management systems and workflows.

Requirements:

  • Bachelor's degree in a related field (e.g., Business Administration, Computer Science, Communications) or equivalent experience.
  • At least 5 years of proven experience in program management, ideally in Knowledge management, KCS, enablement, or related areas.
  • Strong organizational and leadership skills to manage multiple stakeholders, priorities, and project tasks simultaneously.
  • Excellent communication and collaboration skills to ensure effective stakeholder engagement across various levels and functions within the organization.
  • Experience with analytics software (e.g., Looker), knowledge management systems, and LMS platforms is a plus.

Nice to Have:

  • PMP or Scrum Master certification desirable but not required.
  • Familiarity with Knowledge Management frameworks and KCS principles is helpful.
  • Proven expertise in instructional design, adult education, or facilitation highly beneficial.

Equal Employment Opportunity:

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation, and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

Privacy Statement:

Netskope respects your privacy and is committed to protecting the personal information you share with us. Please refer to our Privacy Statement for more details.

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