Knowledge Manager

<p><span><strong>🌐 About Us</strong></span></p><p><span><strong>&nbsp;</strong>At <strong>Nextlane</strong>, we don’t just develop software solutions – we <strong>create the future</strong> of the automotive industry.</span></p><p><span>&nbsp;We are a company that combines <strong>advanced technology</strong> with a clear vision: <strong>simplifying and digitizing</strong> every step of the automotive customer journey, empowering manufacturers, and dealerships to thrive in a constantly evolving market.</span></p><p><span>&nbsp;We believe in the value of every team member, offering opportunities for you to <strong>develop</strong> and contribute to meaningful solutions.</span></p><p><span>So… What does it mean to be a #Nextlaner?</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Be part of a<strong> growth-oriented culture</strong>.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Collaborate with <strong>colleagues from all over the world.</strong></span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Believe in <strong>the Power of ideas</strong> and the <strong>diversity of thought</strong>.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Be committed to providing an environment where you can <strong>learn, grow, and collaborate</strong> on projects that make a global impact.</span></p><p><span>&nbsp;Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.</span></p><p><span>At Nextlane, you’ll have the opportunity to <strong>innovate</strong>, <strong>push boundaries</strong>, and <strong>work on solutions that are transforming</strong> the automotive world.</span></p><p><span>&nbsp;</span></p><p><span>📃<strong>Context of the position</strong></span></p><p><span>Customer Excellence at Nextlane is rapidly scaling across regions and product lines. To support this growth, we are looking for an experienced Knowledge Manager who will play a key role in capturing, structuring, and continuously improving our knowledge and learning content.</span></p><p><span>&nbsp;The mission of this role is to transform Nextlane’s extensive expertise into well-organized, accessible, and scalable knowledge—ready to power both human teams and AI-driven solutions such as bots and copilots. By ensuring that information is clear, accurate, and easy to find, the Knowledge Manager enables employees and customers alike to get the right answers quickly and confidently.</span></p><p><span><strong>&nbsp;</strong>&nbsp;</span></p><p><span><strong>🎯 Your Responsibilities:</strong></span></p><p><span>As a key member of the team, you will be responsible for:</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Build and own the end-to-end knowledge strategy for Customer Excellence; translate business priorities into a maintainable knowledge architecture (taxonomies, ontologies, metadata, and governance).</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Run structured knowledge harvesting with subject matter experts (SMEs) across Nextlane including, support, product, learning and development, and engineering teams, capturing tribal knowledge, and converting it into reusable content.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Establish source of truth locations in collaboration with other departments and content lifecycle rules (authoring, review, approval, versioning, archival, and sunsetting).</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Implement quality controls (accuracy, completeness, tone, localization readiness, and regulatory/PII compliance) and measure content health (freshness, usage, deflection, and satisfaction).</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Make content “bot-ready”: chunking and structuring, metadata and embedding, retrieval cues, and guardrails for safe grounding.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Make content “human-ready.” While we are invested in AI, content needs to be findable, sharable, easy to consume for learning and troubleshooting.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Collaborate with platform owners to enable copilot integrations</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Work with SMEs including Support, CS, and PS; coordinate with Product, Engineering/R&amp;D, Security/Legal, and Marketing for product releases, policy changes, and external facing materials.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Prepare localization workflows with regional teams; prioritize languages by business impact and volume.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Track KPIs: self-service deflection, time-to-answer, case handle time, article quality score, content freshness, and bot answer accuracy.</span></p><p><span>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Use analytics from KB platforms and bot telemetry to find gaps and high leverage improvements; publish monthly insights and quarterly retrospectives.</span></p><p><span>&nbsp;</span></p><p><span><strong>🕵️‍♂️ What We're Looking For:</strong></span></p><ul><li><p><span><strong>Experience:</strong> 5+ years of experience in Knowledge Management, Technical Writing, Content Operations, or Product/Support Content roles, including hands-on ownership of knowledge bases and content governance across multiple teams and markets</span></p></li><li><p><span><strong>Languages:</strong> Excellent English proficiency is required (interviews will be conducted in English). Additional proficiency in French, Spanish, Swedish, and/or German is highly valued.</span></p></li><li><p><span><strong>Communication:</strong> Strong communication skills, both verbal and written, with the ability to translate complex and technical topics into clear, accessible content for diverse audiences.</span></p></li><li><p><span><strong>Technical Skills:</strong> Experience with knowledge base and collaboration platforms (e.g., Zendesk Guide, Salesforce Knowledge, SharePoint, Confluence), content analytics, and a practical understanding of LLMs and AI-powered knowledge retrieval (RAG).</span></p></li><li><p><span><strong>Interpersonal Skills:</strong> Proven ability to collaborate effectively with subject matter experts, customer-facing teams, and technical stakeholders in a diverse, fast-paced, and evolving environment.</span></p></li></ul><p><span><strong>&nbsp;</strong></span></p><p><span><strong>🤝 Our Recruitment Process:</strong></span></p><ol><li><p><span><strong>15-minute introductory call</strong> with our <em>Talent Acquisition Specialist</em>.</span></p></li><li><p><span><strong>45-minute interview</strong> with our <em>Learning &amp; Development Senior Manager</em>.</span></p></li><li><p><span><strong>1-hour interview</strong>: 30 minutes with our <em>Artificial Intelligence Specialist</em> + 30 minutes with our <em>Customer Experience Senior Manager</em>.</span></p></li><li><p><strong>45-minute panel interview</strong>.</p></li></ol><p><span>&nbsp;</span></p><p><span><strong>💎 What We Offer:</strong></span></p><p><span>We understand that <strong>flexibility and trust</strong> are essential for our teams. Here are some of the benefits we offer:</span></p><ul><li><p><span><strong>🏡 Remote Work:</strong> Up to 3 days a week!</span></p></li><li><p><span><strong>Work-life balance:</strong> We have flexible entrance and departure time.</span></p></li><li><p><span><strong>Summer schedule on Fridays:</strong> Start your weekends early!</span></p></li><li><p><span><strong>🤝 Referral Bonus:</strong> €1500 for every talent you refer (after 6 months).</span></p></li><li><p><span><strong>🍱 Flexible Remuneration:</strong> COBEE platform.</span></p></li><li><p><span><strong>⚕️ Private Medical Insurance:</strong> Adeslas.</span></p></li><li><p><span><strong>📚 Continuous Learning:</strong> Access to our internal platform for continuous development.</span></p></li><li><p><span><strong>🌴 Vacation:</strong> 23 vacation days plus an intensive schedule in July and August.</span></p></li><li><p><span><strong>Teambuilding:</strong> Our after-work and activities are memorable!</span></p></li></ul><p><span>&nbsp;</span></p><p><span><strong>🌍 Diversity, Inclusion &amp; Belonging</strong></span></p><p><span>At Nextlane, we are committed to creating a space where <strong>everyone feels valued and respected</strong>. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.</span></p><ul><li><p><span><strong>Support for people with disabilities.</strong> If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.</span></p></li><li><p><span><strong>Equal opportunities for all:</strong> We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.</span></p></li></ul><p><span>&nbsp;</span></p><p><span>Join <strong>Nextlane</strong> and become part of the technological revolution in the automotive industry.</span></p><p><span>Discover why we are a great place to develop your talent!</span></p>