Player Support Knowledge Program Manager
Job ID: 480710 Posted 21 hours ago
Mercer, Washington
Contract
Project Management
$55-$67.90 / hour
Job Details
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IDR is seeking a Player Support Knowledge Program Manager to join one of our top clients for an opportunity in Mercer Island, WA. In this role, you’ll lead and enhance knowledge management practices that improve player self-service and increase support agent efficiency. You’ll partner with global stakeholders to optimize knowledge processes, content quality, and the effective use of AI-enabled knowledge tools.
Position Overview for the Player Support Knowledge Program Manager:
- Lead programs and projects that improve knowledge management practices and the end-to-end knowledge journey for players and support agents
- Drive strategies to expand the reach and effectiveness of player-facing support knowledge, including enabling successful self-service
- Partner across teams to recommend and optimize knowledge tools and processes (including knowledge management platforms and AI-assisted capabilities)
- Create, review, and refine knowledge content for global audiences (knowledge articles, macros, communications, and related materials)
- Monitor program adoption, quality standards, effectiveness metrics, and user feedback to guide continuous improvement
Requirements for the Player Support Knowledge Program Manager:
- 2–4 years of experience in a knowledge management role
- Experience leveraging AI/LLM tools within a knowledge management context
- Proven ability to build and manage strategic programs that improve operational effectiveness
- Strong written communication skills and experience writing to a style guide/defined voice
- Experience planning and executing cross-functional initiatives from discovery through delivery and iteration
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
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Why Us?
IDR has been in business for over 25 years and offers access to hundreds of companies across the country to work for. For many of the contractors that work for us, there are some unique benefits to being a part of the IDR team. One specific benefit is that we believe our contractors are part of something bigger than yourself. We are an employee-owned company and in an ESOP (Employee Stock Ownership Plan), as the share price of our company grows, so does your equity in our company. Our contractors, as well as our internal employees, can participate in this plan after one year of service. In addition to joining our ESOP program, you will also receive weekly pay, 401k access, and access to three different benefit plans that cover 50% of the individual premiums along with access to unlimited behavioral health sessions with a licensed counselor.
About Us
IDR, Inc. is an award-winning, employee-owned staffing firm with headquarters in Alpharetta, GA and offices in the Nashville, Dallas, and Denver markets. Founded in 1998, IDR has grown to serve businesses and professionals across industries including IT, healthcare, accounting and finance, government services, and professional services. Recognized for our expertise and the high-touch approach of our Engagement Management Program, IDR continues to build rewarding partnerships with companies and consultants. Our best-in-class service has earned IDR ClearlyRated’s Best of Staffing Client and Talent awards for ten consecutive years, in addition to awards from Staffing Industry Analysts and Best and Brightest Companies to Work For. With our commitment to empowering talent and developing leaders, we’re passionate about what we do and how we do it, and we look forward to working with you.