About us:

Better Place Forests is completely redesigning the end-of-life experience, bringing fresh thinking and a much-needed focus on customer experience to the staid, fragmented and unfriendly end-of-life industry. We're building America's first conservation spreading forests for families and individuals who choose cremation, offering a sustainable alternative to costly traditional burial while tackling a market opportunity >$600B in the U.S. alone.

80% of the 75M baby boomers in the U.S. are choosing cremation but do not have a beautiful, private and permanently-protected place to return their ashes to the earth. Instead of graves and tombstones, Better Place Forests incorporates ashes into the base of beautiful trees in the most iconic locations in North America. Every customer who chooses a tree helps to protect and preserve that forest forever. Through our Impact Tree program, we also plant additional trees to help with reforestation efforts.

With thousands of customers and rapid growth, Better Place Forests is creating a movement that is removing the stigma around end-of-life planning. We're backed by the investors behind Tesla, Peloton, SpaceX and Blue Bottle and we've received national coverage in publications such as The New York Times, Fast Company and Business Insider. To learn more about Better Place Forests, visit www.betterplaceforests.com.

"In a time when conservation is becoming increasingly urgent, it's rather poetic to protect a tree with your remains, secure in the knowledge that more are being planted in your honor." - Fast Company

"Tree burial is good for the environment, the location is more beautiful than a traditional graveyard — and it's cheaper as well." - The New York Times

This role in a nutshell: 

Better Place Forests is building a world class customer experience organization. We are seeking a Knowledge Management and Learning Program Manager to own and support our knowledge management transformation. This program manager would be responsible for optimizing the way in which the sales, customer care and forest experience teams learn, access and use source of truth company process and policies to support customer interactions. Responsibilities include:

  • Partnership with leadership to define a knowledge strategy and program framework for customer experience and sales organizations
  • Partnership with leadership to select systems and tools to optimize how we document and disseminate information to both head quarter and remote-based teams (Internal Knowledge Base, Learning Management System)
  • Work closely with subject matter experts to support their delivery of knowledge by building templates to create consistency and easy identification of what the knowledge is about
  • Develop and manage comprehensive knowledge program including knowledge management processes, learning programs and change management that supports a long term strategy
  • Develop and lead onboarding for new employees

Your background:

  • Minimum of 3 years experience working as a knowledge manager, ideally in Solution Consulting, Sales and Support environment
  • Capable of developing the strategy and delivering/executing on the tactics on multiple projects - and intense focus on delivering results
  • Ability to maintain a high level of productivity in a fast-paced, team environment while managing multiple competing priorities
  • Strong Communications skills including the ability to explain complex concepts simply and the ability to generate enthusiasm; strong written and verbal communication skills
  • Diplomacy, integrity, and presence that enables you to work effectively across several organizations
  • Familiarity in adult learning theories and knowledge management systems 

Sample success metrics:

  • Business value
    • Improved response to rapid change
    • Defect reduction through proactive and user friendly information
    • Decreased service handle time
  • Usability
    • Usage of both internal and customer facing knowledge base (CSAT)
    • Percentage of employees trained on systems & knowledge 
    • SLA management of updated company policy and process

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