At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you'll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. This role can be done from home Building the world's leading sound experience starts with the experience we provide for our people. That's why we've been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States from one of our office locations or remotely from home. It's about impact, not location. #LI-Remote The Senior Manager, Content and Knowledge Enablement will lead the growth and evolution of our Knowledge Centered Service (KCS) team and programs, driving an operational service model fueled by dynamic and robust content. This leader will ensure that the knowledge base, which serves as a critical resource for our agents, is continuously updated and refined based on real-world problem-solving, user demand, and operational insights. In fostering a collectively maintained knowledge base, we will create a culture of learning, collaboration, and continuous improvement, benefiting all touchpoints across our service system. This role will also play a pivotal part in supporting our AI initiatives, ensuring that our content and knowledge management efforts align with and advance our broader service vision. By leveraging AI, we aim to enhance the precision, accessibility, and responsiveness of our service, positioning us at the forefront of customer experience innovation. The successful adoption of KCS will be guided by clearly defined, measurable goals, including enhanced service efficiency, reduced time to resolution, and increased customer satisfaction. Additionally, this role requires a proactive approach to coaching and mentoring, providing ongoing support to reinforce KCS practices and helping team members navigate challenges effectively as we build towards our future service vision. Programs of Focus Contact Center Knowledge Centered Service Program: Oversee the creation and delivery of materials that support Sonos Partner agents, ensuring a smooth and comprehensive introduction to the company's knowledge resources, product services and troubleshooting. Embed Knowledge Centered Service into the workflow for agents and Sonos employees Content and Knowledge Enablement platform Management: Develop and implement content enablement strategies to ensure that knowledge is easily accessible and actionable for all employees and customers using support content. Train and support employees in using knowledge management tools and methodologies effectively. Support AI initiatives with content stored in these platforms (database management) What You'll Do Key Responsibilities: Content Strategy and Development: Deliver high quality, transformational content experiences in an efficient and well managed way to scale in alignment with organizational goals. Oversee the creation, curation, and maintenance of high-quality, relevant content across various platforms and channels. Collaborate with cross-functional teams to ensure content meets the needs of diverse audiences. Knowledge Management: Design and execute knowledge management frameworks and practices to capture, store, and share organizational knowledge effectively. Implement tools and technologies that facilitate knowledge sharing and collaboration. Continuously assess and improve knowledge management processes to enhance efficiency and accessibility through the Knowledge Centered Service approach. Technolog