Knowledge & Communication Management Specialist
Denver, CO

Job Description

Overview

This position oversees departmental and organizational communication within Customer Operations and ensures that supporting knowledge materials are maintained and up to date. This individual will ensure teams are notified of changes and is responsible for developing content for the 300+ knowledge documents that Sunrun's Customer Call Center uses to research and resolve customer issues. This role will work with diverse groups to provide analytical support and management of the knowledge base for related content. The role will develop positive relationships with departments across our organization to acquire, update, and disseminate knowledge materials and help design, develop, and implement solutions to encourage and increase adoption of knowledge services. They will utilize a variety of disciplines, such as project management and process improvement, to help employees adapt and adopt change. This role will be instrumental in content development and developing a framework to manage content to ensure content is easily maintained and up to date.

Responsibilities

* Lead the day-to-day execution of knowledge and policy updates
* Create, modify, and/or discard knowledge and content information.
* Access and research both internal and external sources to design, develop, and deliver knowledge content
* Enhance the use of standards, establish procedures, and define standard methodology to create a consistent, repeatable knowledge management process
* Build and apply categorization rules, apply appropriate personalization to articles to maintain the correct information
* Create a process to streamline change implementation for all departments
* Define and implement communications guidelines and manage them throughout all departments
* Current Communication Responsibilities:
* The Circuit coordination/creation/release
* Customer Operations Weekly Comm Cadence
* Ongoing monitoring of Knowledge Document submissions for updates
* Ownership of Knowledge Document format/language of 300+ knowledge documents
* Work with stakeholders on drafting new knowledge documents when new processes are defined
* Attend/engage stakeholder meetings to understand involvement from Operations Excellence

Qualifications

* 1+ years of Project Management related experience and operational experience.
* Experience in and exposure to other change management and other business efficiency related projects.
* Bachelor or equivalent experience
* Demonstrated customer service skills
* Strong verbal and written skills
* Excellent organizational and time management skills
* Detail-oriented and enjoys working in a fast-paced environment
* Strong computer skills including proficiency in Word, Excel, Outlook, SFDC and internet, Oracle experience a plus
* Strong work ethic
* Ability to work independently on process updates
* Ability to prioritize and complete a variety of simultaneous tasks with a high level of organization

EEOC

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination and harassment of any kind. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun. That's why we strive to make solar inclusive. Our commitment to Diversity & Inclusion drives our ability to build diverse teams and develop inclusive work environments. We do our best to make sure all people feel respected, supported and connected at work. That includes our support for members and allies of all underrepresented groups through our internal employee networks such as Sunrun Women's Network, Sunrun's Veterans Network ("Liberty"), Women in Tech, and Sunrun's LGBTQ affinity group.

We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.