Knowledge Manager

Join to apply for the Knowledge Manager role at Sky New ZealandJob Type : Permanent - Full TimeLocation : AucklandJob Category : Information & Communication TechnologyKO WAI MATOUI ABOUT SKYWelcome to Rangiata | Sky, the ultimate entertainment destination that connects Kiwis to the stories and sport they love, in ways tailored just for them.

Our Sky crew work tirelessly to ensure we are Aotearoa's most engaging and essential media company.We're incredibly proud of our achievements, but that doesn't mean we're satisfied.

As innovators, we constantly challenge ourselves to redefine boundaries and adapt to the ever-changing marketplace.Come be your authentic self at Sky, where we actively listen and adapt to create shared experiences that excite both our customers and our crew.At Sky, we're committed to creating a workplace where everyone feels welcome, valued, and supported.

As an Equal Employment Opportunity (EEO) employer, we celebrate diversity in all its forms and encourage applicants of all gender identities to apply.Te Turanga i The RoleThis is a brand-new opportunity to shape and lead Sky's knowledge capability.

As Knowledge Manager, you'll own the design, governance, and continuous improvement of our customer service knowledge base—ensuring it's accurate, accessible, and future-ready for both our crew and our customers.You'll lead a small team of UX Specialists, creating a single source of truth that powers great service experiences across digital, automation, and human support channels.

From optimising information architecture to enabling AI-driven solutions, your work will make it easier for agents to find answers and for customers to self-serve with confidence.Key Responsibilities Will IncludeLeading, coaching, and developing a high-performing team.Driving the strategy, governance, and evolution of Sky's knowledge base.Designing intuitive content structures and optimising for AI and automation.Partnering with stakeholders across Product, Customer Care, Digital, and Tech.Monitoring performance metrics and driving continuous improvement.NGA PUKENGA ME NGA WHEAKO I WHAT YOU WILL BRINGYou're a proven knowledge leader with a knack for making complex information simple and accessible.

You understand how content, technology, and people connect—and you know how to build and manage a knowledge base that works seamlessly across human and AI-powered service channels.EssentialExperience leading knowledge platforms or teams.Expertise in integrating content with chatbots or digital assistants.Ability to transform content for automation / AI platforms.Strong stakeholder management and communication skills.Technical literacy with content management systems (ideally Salesforce Knowledge).

PreferredExperience with chatbot knowledge design and natural language structuring.Leadership experience within an enablement or support function.Experience with Genesys, Salesforce Service Cloud, or similar platforms.Familiarity with structured content authoring tools or markup languages.KO NGA HUANGA I WHAT'S IN IT FOR YOU?

As part of the Sky crew, you'll enjoy a range of great benefits – from free Sky, Sky Sport Now and Neon, to discounted Southern Cross health insurance and YMCA gym memberships.Me Pehea Te Tono i How To ApplyIf this opportunity excites you and you want to join us in sharing stories, possibilities, and joy, apply online today.

Please note that you must have the right to work in New Zealand or hold a valid work visa for at least 12 months from joining Sky.

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