Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Global KCS & Knowledge Management Lead
You will report to: Sr. Director , Global Customer Care
Job's workplace type: Hybrid
Located in Mexico or Colombia
Individual contributor , you will not have any direct reports and does not include people management responsibilities.
Global KCS & Knowledge Management Lead, Customer Care
The Global KCS & Knowledge Management Lead will be responsible for designing, implementing, and establishing the Knowledge-Centered Service (KCS) methodology and Knowledge Management framework across the global Customer Care organization. This is a strategic individual contributor role focused on defining governance, operating models, adoption plans, success metrics, and content management processes that will allow knowledge to become a scalable business capability.
The role will partner closely with Customer Care leadership, regional teams, and various departments, including Digital Infrastructure, Salesforce Knowledge, Coveo, IT, Quality, and Enablement. This partnership will build a sustainable knowledge management ecosystem that improves employee effectiveness, customer experience, self-service adoption, and future AI-enabled capabilities.
You will not have direct people management responsibility but requires leadership, change management, and partner skills to guide global adoption and long-term success.
Main Responsibilities
KCS & Knowledge Management Program Implementation
Lead the global implementation of KCS methodology across the Customer Care organization.
Define and establish the Knowledge Management operating model, governance framework, roles, responsibilities, and processes.
Develop the roadmap for KCS adoption, growth, and knowledge capability development.
Partner with Customer Care leadership to align Knowledge Management programs with customer experience,, and digital transformation goals.
Be a primary subject matter expert for KCS and Knowledge Management practices across the organization.
Governance & Knowledge Framework
Establish standards for content creation, validation, publication, maintenance, retirement, and lifecycle management.
Define content ownership models, decision-making processes, and accountability structures.
Create governance routines to ensure knowledge quality, consistency, compliance, and scalability.
Build processes that support both internal employee knowledge use and future customer self-service capabilities.
Change Management & KCS Adoption
Lead organizational change efforts required for successful KCS adoption.
Define expectations for contributors, reviewers, coaches, publishers, and knowledge domain owners.
Partner with Enablement and Quality teams to embed KCS practices into onboarding, coaching, and operational processes.
Support team member engagement and identify adoption barriers, developing mitigation plans to increase participation and knowledge-sharing behaviors.
Metrics & Continuous Improvement
Define and manage the Knowledge Management performance framework, including:
Knowledge Article Reuse Rate
Search Success Rate
Knowledge Contribution Rate
Content Quality Score
Article Health & Content Freshness
Time to Publish
Self-Service Success Rate
Deflection Opportunities
KCS Adoption Metrics
Knowledge Gap Identification Trends
Develop executive-level dashboards to…