Johnson Outdoors

• Acts as a key partner to help optimize the use of department technology for Knowledge (KM), Workfflows (Decision Trees) and Quality Management (QA) techniques to improve Contact Center efficiency and effectiveness. • Delivers KM‐related technology articles and awareness activities online, in print, and face‐to‐face. • Models best practices and knowledge sharing behaviors in the use of KM technologies. • Monitors inbound and outbound communications and interaction for accuracy of information, soft skills and quality of communication. • Tracks issues in the quality monitoring systems or tools and analyzes the results. • Gathers, analyzes, monitors and reports on metrics, search logs and service tickets for both KM and QA audits to help achieve company goals. • Interfaces with stakeholders to identify, analyze and research business needs and user requirements. • Partners with internal teams to define quality metrics and goals. • Collects data from an automatic call distribution (ACD) system to generate statistical reports. • Creates and maintains documentation including business requirements, user stories, acceptance criteria, feature descriptions, user guides, process flows, wireframes and presentations. • Participates in the development and administration of knowledge tools and methodologies. • Contributes to scoping, planning, designing, HTML coding, testing and delivery. • Provides feedback to improve performance and assists in developing training programs. • Conducts and participates in calibration sessions, listening posts, benchmarking sessions and best practice sharing with leadership teams. • Participates in team/staff huddles and meetings. • Owns the knowledge resources and works with supervisors, leads and senior level staff to ensure resources are managed appropriately. • Works with the supervisor to use QA in coaching and development of representatives. • Acts as a point person for process development, enhancement, and management. • Coordinates process optimization programs. • Works with business users to enhance use of consumer facing automated tools and articles to deflect calls. • Assists in optimizing the customer experience by managing call routing and invoking IVR messaging. • Creates and implements programs for escalated issues encountered by the representatives. • Performs other duties as assigned.

• The Diving Content Marketing Manager drives content marketing strategies and execution to support agreed upon brand and business goals. • Responsibilities include expanding influencer programs, managing affiliate marketing programs when applicable, and serving as a brand ambassador. • Collaborates with Marketing Activation and Brand Management leadership to shape content marketing strategies that strengthen brand equity, improve brand perceptions, build loyalty, and drive revenue. • Partners closely with internal teams and external agencies to bring brand storytelling to life. • Develops content plans that support agreed‐upon goals and strategies. • Ensures content marketing and organic social initiatives are fully integrated and KPIs and measurement approaches are aligned with Digital Analytics team. • Partners with Manager to develop the influencer strategy and manages program execution. • Oversees organic social strategy, publishing and performance measurement.