KCS Coach Lead & Technical Writer (Remote) at Expedia

New Orleans, Louisiana, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

3–5+ years of experience in a knowledge management, technical writing, or related role
Experience with KCS (Knowledge-Centered Service) and a deep understanding of its methodologies
Experience coaching or mentoring others, ideally within a knowledge-sharing or support environment
Excellent technical writing and editing skills, in B2B or SaaS environments
Experience supporting RFP or proposal development processes
Proficient in knowledge management systems (e.g., Salesforce Knowledge, ServiceNow) and content collaboration tools

Responsibilities

Lead the KCS coaching program by training, mentoring, and supporting internal teams on KCS principles and practices
Partner with Knowledge Domain Experts and stakeholders to reinforce knowledge management as a strategic discipline
Develop and maintain KCS training materials, job aids, and playbooks to ensure consistency and scalability
Monitor knowledge base health metrics and coach contributors to improve article quality, findability, and reuse
Conduct regular coaching sessions and feedback loops to drive knowledge and continuous improvement
Collaborate with teams to promote a culture of knowledge sharing and accountability
Collaborate with subject matter experts to create, update, and maintain technical content for RFPs, RFIs, and other proposal documents
Translate complex technical concepts into clear, concise, and compelling responses tailored to prospective client needs
Maintain a centralized knowledge library of RFP content, ensuring alignment with brand, voice, and compliance standards
Contribute to the creation and editing of boilerplate and standard response language for accuracy and consistency
Support the RFP process by reviewing, formatting, and organizing content for submission

Skills

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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