Lead - Customer Service Knowledge Management

Lead - Customer Service Knowledge Management

As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion. This mission-critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next-gen AI automation. You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization.

We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network.

• Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
• Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
• Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.

Content Architecture & Omni channel Alignment:

• Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
• Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
• Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution.
• Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
• Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.

Knowledge Performance & Improvement:

• Measure knowledge usage, search success, content health, and knowledge-related service failures.
• Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
• Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.

• Customer Service Background:
  Solid operational background in Customer Service environments.
• AI Tooling
  
  Experience:
  
  Habitual and proficient user of AI as a daily productivity assistant.
• Knowledge Management & Structure Expertise:
  Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
• Omni channel Knowledge Enablement:
  Proven experience structuring and governing knowledge base to support advisors, chatbots, self-service, and advisor-assist tools across markets and channels.
• Governance & Lifecycle Management:
  Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.
• Stakeholder & BPO Management:
  Strong collaborative skills to work across internal functions and external BPO partners globally.
• Language skills:
  Proficiency in English. Other languages are a plus.

At On, delivering happiness is not just a word, but it’s a mission. And that’s also why we call our customer service team Happiness Delivery. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work. You will work closely with our Teams in Berlin, Zurich and Portland, and our external partners across the globe.

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail.

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal…