Get to know OktaOkta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. Join our team! We’re building a world where Identity belongs to you.

Okta’s Knowledge, Online Support and Communities team is seeking a Knowledge Management(KM) Manager to lead the KM team, developing and executing on KM strategy within the Global Customer Acceleration and Support organization.  This role will be key in the implementation of a KM framework that will empower both employees and customers. The KM team handles internal and external content including Okta help, knowledge bases, known errors, and more. This content is essential in enabling people to do their jobs without needing to contact support, and in enabling support, sales engineers, customers, and partners to efficiently discover information. 

The Knowledge Management Manager will partner with the Senior Director, Knowledge, Online Support and Communities and their leadership team to lead a group of Knowledge Management professionals, drive strategy and vision for the KM program. This role will develop, manage, and scale key initiatives, processes, and operations across the KM team. The ideal candidate possesses deep KM experience in Customer Support with proven implementation of KM programs. You are always ready to roll up your sleeves and dig into details to assess business needs and identify gaps. Collaboration, cultivating strong partnership between teams and key partners, and championing operational efficiency - all with a positive attitude - are crucial for success in this role.

Your Responsibilities:

• Be a trusted advisor and collaborator to the Senior Director, Support Knowledge, Online Support and Communities and their leadership team on strategic business decisions and challenges.
• Lead a team of knowledge management professionals.
• Run daily operations of the KM team, develop and track OARs and ensure investment aligns with priorities.
• Evolve operations for the KM team, including optimizing processes, and driving team effectiveness, and identify areas of improvement across the broader team by providing actionable insights and recommendations. 
• Help define the vision for the KM program, ensuring alignment with business priorities.
• Stay at the forefront of industry trends to benchmark, understand and create a best in class KM program. 
• Adapt KM processes and procedures to the ever-evolving security landscape. 
• Handle multiple concurrent projects and programs, varying in size/scope/complexity, spanning across several different teams and originations and proactively identify risks in all assigned areas; working with teams and management to mitigate these risks before they become issues.
• Drive critical metrics that capture knowledge adoption, quality and impacts to support engineers and customers.

Your Responsibilities:

• 8+ years of proven experience in customer support knowledge management role, partnering directly with senior leaders.   
• Experience managing others and/or mentoring peers preferred.
• Ability to program manage complex operations, understand the what, why, when, how and who to drive better solutions, and proactively design, implement, and 
• Strong technical aptitude; experience working hand-in-hand with software, test, and/or system engineers.
• Familiar with applying change management practices to achieve results.
• Demonstrated ability to build relationships and partnerships at all levels of the organization to identify and align diverse perspectives, and advise and influence senior partners to drive open items to effective resolution.
• Strong attention to detail and analytical skills, with an ability to handle multiple challenging priorities and projects with minimal direction; excellent problem-solving skills with a focus on structure and execution.
• Passionate about knowledge management and its impact on customer support.
• Experience analyzing data to identify trends and present findings.
• Demonstrated ability to implement and execute on strategy, problem solve, and create solutions with little direct oversight.
• Continuous improvement experience and process oriented (i.e. Six Sigma certified, Agile).

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

#LI-MM1 #LI-REMOTE

 

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.   

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$108,000—$162,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $134,000—$202,000 USD

What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.