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 general 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 sk

📌 Global KCS (Bogotá)
🏢 Rockwell Automation
📍 Bogotá