VP Knowledge Management and Content Strategy

Job Overview :

We are seeking a strategic Vice President of Knowledge Management to transform content management by leveraging cutting edge artificial intelligence solutions to curate and create industry-leading service content. This executive-level leader will be responsible for overseeing a team of knowledge creators, editors and content strategists who develop and maintain internal and client-facing knowledge resources. The VP will be responsible for developing solutions which enable the business to deliver desired call deflection and client satisfaction outcomes.

Responsibilities :

• Strategy & LeadershipDevelop and execute the Service organization’s knowledge management strategy aligned to achieve both short and long-term call deflection and client experience goals.Partner with Service, Product and other stakeholders to align knowledge assets with organizational needs.Lead and mentor a multi-disciplinary team of content creators, including writers, instructional designers and content architects.Transform content curation and creation using the latest available artificial intelligence solutions.Develop KPI frameworks to measure the effectiveness of the team, including content helpfulness and call deflectionPartner with internal and external AI chatbot product partners to identify strategic opportunities to improve the effectiveness of digital help
• Implementation & GovernanceOversee the curation, creation and governance of high quality knowledge assets such as knowledge base articles and FAQs.Enhance editorial standards, workflows, and lifecycle management processes through the use of AI tools to improve findability, accuracy and clarity of content.Collaborate with other client-facing knowledge base partners to ensure the content management system continues to meet the team’s evolving needs.
• Continuous ImprovementEstablish a robust closed-loop feedback process to promote internal feedback to driver continuous improvement.Develop a voice of customer program to ensure ongoing connectivity with the perspectives of internal and external consumers of contentDevelop and execute a monitoring program which surfaces actionable insights to facilitate continuous improvement and optimal call deflection performance

What are we looking for?

We want strong collaborators who can deliver a world-class client experience . We are looking for people who thrive in a fast-paced environment , are client-focused , team oriented , and are able to execute in a way that encourages creativity and continuous improvement .

Requirements :

Core Competencies :

LI-PA

Pay Range :

121,725-$202,875 / yearActual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

Company Overview :

LPL Financial Holdings Inc. (Nasdaq : LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.

Join LPL Financial : Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.