[Hiring] Director, Knowledge Services @HEALTHSTREAM INC

Role Description

The Director, Knowledge Services has direct responsibility for the management and execution of the competency-based knowledge system and resulting APIs, serving all related products across HealthStream. This role works across multiple internal departments to define and implement the product family’s vision and roadmap, assuring measurable attainment of revenue and customer satisfaction goals, and other KPIs. The role will also use analytics to measure knowledge effectiveness and leverage new tech (like AI) to enhance data access, scale, and drive innovation.

This position may have direct reports.

Key Responsibilities

• Create and manage vision and strategy for the competency-based knowledge system within the context of related products, aligned with business goals and priorities.
• Design and implement comprehensive knowledge management strategies, championing a knowledge-sharing culture.
• Own and lead the creation, maintenance, and adoption of a competency-based knowledge system (platforms, databases, tools) for capturing, storing, and disseminating information.
• Work with cross-functional teams to identify needs, develop and deliver training on knowledge management processes and tools.
• Manage indexing, cataloging, access, and flow of competency-based knowledge, ensuring data quality and compliance.
• Use analytics to measure knowledge effectiveness, identify bottlenecks, leverage new tech (like AI) to enhance data access, scale, and drive innovation.
• Support the launch of new related products and enhancements in collaboration with product, marketing, sales, technology, and other areas of the organization.
• Conduct market and customer research to better understand market trends and the competitive environment in both competency and knowledge management.
• Produce and effectively communicate well-researched, well-founded product roadmaps based on business goals and priorities.
• Guide multiple cross-functional and self-led teams developing and supporting technology that leverage the competency-based knowledge system.
• Assure accurate and complete understanding of the competency-based knowledge system through routine internal training, development of customer training or promotional materials, and other forms of internal and external communication.
• Identify, resolve, and monitor customer and product issues with the assistance of client services support.
• Drive greater ecosystem value by creating offerings that are integrated across HealthStream product lines.

Qualifications

• Bachelor’s degree in related field preferred.
• 3 or more years in a knowledge management or related role.
• Software development lifecycle, Software as a Service experience strongly preferred.
• Experience with enterprise APIs strongly preferred.
• Experience with metadata and other curated data products strongly preferred.

Requirements

• Excellent written, verbal, and presentation skills.
• Successfully uses technical applications for business purposes (Salesforce, Microsoft).
• Ownership mentality, willing to lead through ambiguity and own performance.
• Curiosity, a desire to hear opinions and ideas that challenge your own.
• Plans and executes own activities with generally-defined goals and minimal supervision.
• Experience working with metadata and taxonomy systems.
• Establishes high level of trust and credibility internally, with business partners, and with customers.
• Works within a multi-disciplinary, matrixed team with respect towards others and focus on successfully meeting organizational and team goals.
• Motivates and leads both direct reports and non-direct reports.
• Appropriately influences and directs cross-functional team members without formal authority or management control.
• Resolves conflict to meet needs of organization and/or customer, while retaining or improving relationships with those involved.
• Negotiates for appropriate resources and investments, irrespective of direct management responsibility for functional area in need.
• Displays critical thinking ability examining and considering multiple perspectives and decision-making founded outside of functional silos.
• Possesses strong interpersonal skills, including listening skills and a striving to understand before being understood.
• Responds to setbacks and roadblocks with positive attitude and appropriate redirection of activity.
• Plans and executes own activities with generally-defined goals and minimal supervision.
• Manages activities for multiple concurrent and complex projects across multiple functional areas with the appropriate prioritization and focus.

Benefits

• Medical, Dental and Vision insurance.
• Paid Time Off.
• Parental Leave.
• 401k and Roth.
• Flexible Spending Account.
• Health Savings Account.
• Life Insurance.
• Short- and Long-Term Disability.
• Medical Bridge Insurance.
• Critical Illness Insurance.
• Accident Insurance.
• Identity Protection.
• Legal Protection.
• Pet Insurance.
• Employee Assistance Program.
• Fitness Reimbursement.