- Article Health & Content Freshness
- Deflection Opportunities

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

General 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 measure program effectiveness and growth.
- Use quantitative and qualitative insights to improve projects.

Technology & Platform Agreement

- Partner with Salesforce Knowledge, Coveo, Digital teams, and IT team members to support Knowledge Management requirements.
- Ensure knowledge structures, taxonomies, metadata, and governance practices support findability, reuse, and AI readiness.
- Support projects using AI-assisted knowledge creation, recommendations, search, an

📌 Global KCS (Bogotá)
🏢 Rockwell Automation
📍 Bogotá