Knowledge and Process Program Manager

Box (NYSE:BOX) is the Cloud Content Management company that empowers enterprises to revolutionize how they work by securely connecting their people, information and applications. Founded in 2005, Box powers more than 71,000 businesses globally, including AstraZeneca, General Electric, P&G, and The GAP. Box is headquartered in Redwood City, CA, with offices across the United States, Europe and Asia.

As part of a team that is revolutionizing how businesses share and manage content, the Knowledge & Process Specialist compliments his/her general knowledge of Box with a focus and deep expertise in knowledge and process management. This critical role is a cross-functional resource working closely with User Services, CS Operations, Business Intelligence, and the Box Community team. Ideally you enjoy solving tough issues, are a sponge for knowledge, detail-oriented, organized, and want to make an impact. You are smart, resourceful, and a team player excited to amplify Box's core values. You value a fun environment and are passionate about educating others.

* Drive cross-functional process efficiency across User Services teams. * Review, create, and enforce standards of operations at both a local and global scale, some of which may extend outside of Box and with direct-customer impact. * Analyze user behavior data in the Community and Case Management Systems, making knowledge content improvements based on available metrics. This role will act as both the primary curator of content and driver of curation with content owners. * Support the user education and self-help strategy within the Community, Partner/Channel teams and beyond. * Participate in the quarterly EOL Product review process and New Product Introductions, by analyzing proposed changes, soliciting feedback from the global User Services team, and, where applicable, challenging decisions with the perspective of the customer and support agents in mind. * Keep up-to-date with industry best practices around Knowledge-Centered Support. * Semi-frequently review and advise on third-party tools/integrations that would help drive measurable impact to an agent’s workflow or customer’s support engagement. * Act as a Subject Matter Expert on project management approaches and lead the PMO for the User Services organization. * Provide project support and training to peers, as opportunities are identified.

* You have a BA/BS degree from top college/university * You have 2-3 years work experience in a professional, work environment and a demonstrated maturity in business acumen. * You have an intermediate understanding and application of project management techniques * You enjoy improvisation and creative thinking while finding solutions to tricky problems * You display a high attention to detail and strong analytical skills. Your mission is driven by data. * You exhibit excellent written and verbal communication skills and can explain complex scenarios in terms understandable to someone entirely unfamiliar with the subject. * You have a passion to drive operational efficiency * You are a team player who works well in collaborative environments