Company

Cox Communications, Inc.

Job Family Group

Business Operations

Job Profile

Manager, Knowledge Management

Management Level

Manager - People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Manager Knowledge Management

The Manager, Operational Communications & Knowledge Management leads a team charged with developing, delivering, and measuring/improving effectiveness of all frontline Sales & Service employee operational communications as well as critical procedural and informational content needed to support the Residential Sales & Service organization.  This individual and team are responsible for ensuring all Residential Sales & Service employees are aware of and have access to key information needed to conduct their day-to-day activities as well as to support any large strategic or tactical shifts in the business.  This individual makes and articulates connections between individual initiatives and the overarching priorities/vision of Cox Communications in a way that is accessible and easily consumed by our frontline Sales & Service agents and leaders.

What You’ll Do

Lead, develop, and coach team responsible for developing connected Communications & Knowledge Management solutions to provide our Sales & Service teams with all the information they need at their fingertips to be successful in their roles including, but not limited to support of:

Operational/procedural changes

Emergency situations/execution of Business Continuity Plans (system outages, store closures, COE closures, etc.)

Launch and sustainment of all key strategic and tactical initiatives

Employee engagement

Engage with business partners to understand current and anticipated communication needs

Intake all requests for Residential Sales & Service leader and employee communications/content.  Prioritize requests, assign to Analysts as appropriate, and ensure successful and timely completion

Develop and evolve operational communications processes and standards and ensure use to drive accurate, relevant, on brand, and approved communication development

Collaborate with communications partners across the enterprise to ensure consistent and effective messaging on enterprise programs and initiatives

Establish and/or manage ongoing measurement and reporting processes to ensure effectiveness of employee communications and knowledge management solutions is continuously improved

Maintain strong understanding of Sales & Service audiences (Account Services, Tech Support, Specialty & Back Office teams, Inbound, Retention, Retail, Third Party Retail, Direct Sales, DSCC, etc.) and their evolving needs

Conduct external research and implement best practices, tools, and technologies as necessary to drive continuous improvement of frontline communications and use of our knowledge management solutions to distribute information in a way that is accessible and easily consumed

Perform other duties as requested

What’s In It For You 

At Cox, we reward your hard work with meaningful benefits. 

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! 

We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day.  We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. 

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more

Who You AreMinimum

Bachelor’s degree in a related discipline (i.e. English, Education, Journalism, Communications, Public Relations, Marketing) and 6 years of experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years of experience; a Ph.D. and 1 year of experience or 10 years of experience in a related field.

1+ year of experience in management or lead role.

Requires demonstrated experience with Internal/Corporate Communications and/or Knowledge Management Best Practices

Requires strong knowledge of Microsoft Word, Excel, Teams and PowerPoint.

Excellent communication, leadership, team building, sales and/or service call center experience, presentation to senior leadership teams, collaborative and project management skills to work effectively with teams throughout organization.

Demonstrated capacity to thrive and lead/influence others in a high-change, often ambiguous business environment.

Preferred

Masters degree in a related discipline (i.e. English, Education, Journalism, Communications)

Experience supporting large geographically dispersed sales, care, or other operations organizations desired.

Experience with content creation and delivery tools, such as EmailOpen (or other email delivery systems) or RightAnswers (or other knowledge management solutions) desired.

Experience with Airtable and/or Jira for tracking work requests desired.

Experience in Telecommunications desired.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.