Player Experience, Knowledge Management Director

Job Description

PLAYER EXPERIENCE

What We Do

Player Experience is responsible for the overall health and happiness of Epic's players across all consumer products within the Epic Games ecosystem. The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic's players.

What You'll Do

We're looking for a Player Experience, Knowledge Management Director to be responsible for the overall strategy, development and governance of all onboarding, training, and knowledge base materials. Working collaboratively and cross functionality across internal and external stakeholders, the Knowledge Management Director will drive a best in class agent experience and player facing self help experience by ensuring a globally consistent knowledge base and learning management system that enhances the overall Player Experience.

In this role, you will
• Define the overall content management, onboarding and training vision and strategy for the Player Experience organization
• Own the process of improving the information lifecycle, setting up the right knowledge management governance model, roles and responsibilities to preserve the freshness and accuracy of information
• Determine and implement global knowledge base sources and standards which optimize employee and player access to self-service information and connect them with the right resources as appropriate
• Set standards for tracking, analyzing and reporting the success of content usage internally and externally
• Facilitate knowledge management planning, providing internal training and support on KM concepts and methodologies

What we're looking for
• 4+ years of leadership experience with a proven track record of managing all facets within a large globally distributed organization, setting strategy, fostering collaboration and developing people
• Strong communications skills and the ability to influence and drive alignment across multiple stakeholders, while building strong and lasting relationships
• Excellent organizational skills and ability to meet tight deadlines in an environment with ever changing and competing priorities
• Ability to function well within ambiguity and tell a clear story with data/insights
• Ability to author big picture vision, but also willing to dive into the details to move projects along - a team player with a ''no task is too small'' attitude

This position is listed in multiple locations across North America and Europe including:

Cary, North Carolina
Berlin, Germany
London, United Kingdom

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

Jobcode: Reference SBJ-gqbwo1-3-135-246-193-42 in your application.