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Head of Knowledge Experience

Position Description:
We are looking for a strong product leader with a passion for the knowledge experience- the journey through which Okta customers get all the information about how to use and become successful with the product. Today, this information is created by a number of different groups at Okta and is delivered to the customer over a number of different channels with different experiences. This role will be responsible for partnering closely with our Information Development, other Product Managers, Engineering, User Experience, Customer Success, Support, Training and Marketing teams to deliver and execute on an overall knowledge experience and information delivery vision and strategy. This role will also collaboratively drive definition and prioritization of customer personas, knowledge, content and delivery tools at each step of the way across channels and the product experience. This includes surfacing content and information such as new product features, release notes, system incidents, support materials, training curriculum and others in a cohesive and consumable delivery experience both in and out of product and across other channels, including our website, trust site, support site and community. Balancing the value for customers, the cost of implementing different approaches, and working within real-world constraints is a key part of the role.

This role also plays a key role in the strategic push for Okta to enable a more efficient and effective zero-touch product experience. The more Okta scales to a larger, more diverse customer base, the more critical it is for customers and prospects to get all the right information at the right time, even with no contact from Okta or its partners. 

The ideal candidate will have experience developing market-leading enterprise products or services. Experience in identity management and IT products is a plus, too. Overall success in this role will require both a strong ability to understand true requirements (not just what people ask for), define our strategy, and work across different functional teams at Okta to ensure delivery of a compelling knowledge experience.

 

Job Duties and Responsibilities:

  • Set strategy and direction for the customer knowledge experience scenarios across different user personas that span product areas and information delivery channels
  • Work across the Okta organization to gather requirements and constraints of different teams to incorporate and drive consensus in a common strategy and solution
  • Ruthlessly prioritize across a number of investment areas and capabilities to deliver the most customer value, leveraging multiple channels of insight and feedback including data-driven insights, interviews, competitive and market analysis, surveys, and/or focus groups as appropriate
  • Partner with the User Experience team to uncover customer insights and drive a compelling information architecture and to support the customer-facing knowledge experience
  • Execute with Engineering, Information Development, Customer Success, Support and other internal teams to define and deliver a compelling, cross-channel knowledge experience to our customers that make them successful
  • Help define requirements and drive changes to IT systems to support a great Knowledge Experience
  • Develop and refine understanding of standard methodologies and competitive offerings of knowledge experiences to inform product decisions and strategy

Minimum Knowledge, Skills, and Abilities:

  • Bachelor’s degree
  • Experience across knowledge management, knowledge experience, content management or product management lifecycle for enterprise products or services
  • Excellent communication skills (presentation, verbal and written)
  • Data-driven approach to decision making
  • Strong leadership skills and executive presence
  • Track record of successful delivery of company-critical projects
  • 10+ years of industry experience. 5+ years of product management, information architecture, knowledge management, customer/user experience or related fields

PREFERRED:

  • Advanced degree in technical field
  • Experience with enterprise products or services
  • Knowledge in identity, access management, device/mobility management, and/or developer-facing products
  • Background in SaaS products
  • Familiarity with Knowledge Centered Service (KCS) practices

Okta is an Equal Opportunity Employer.

 

 

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Okta
The foundation for secure connections between people and technology

Okta is the leading provider of identity for the enterprise. The Okta Identity Cloud connects and protects employees of many of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Dish Networks and Adobe trust Okta to work faster, boost revenue and stay secure. Okta helps customers fulfill their missions faster by making it safe and easy to use the technologies they need to do their most significant work.

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