KO WAI MĀTOU I ABOUT SKY  

Welcome to Rangiata | Sky, the ultimate entertainment destination that connects Kiwis to the stories and sport they love, in ways tailored just for them. Our Sky crew work tirelessly to ensure we are Aotearoa's most engaging and essential media company. 

We're incredibly proud of our achievements, but that doesn't mean we're satisfied. As innovators, we constantly challenge ourselves to redefine boundaries and adapt to the ever-changing marketplace. 

Come be your authentic self at Sky, where we actively listen and adapt to create shared experiences that excite both our customers and our crew.  

At Sky, we’re committed to creating a workplace where everyone feels welcome, valued, and supported. As an Equal Employment Opportunity (EEO) employer, we celebrate diversity in all its forms and encourage applicants of all gender identities to apply. To better reflect and respect the spectrum of identities, we’ve included a "Diverse" option for those who identify as non-binary, genderqueer, genderfluid, or outside the male/female binary. 

TE TŪRANGA I THE ROLE: 

This is a brand-new opportunity to shape and lead Sky’s knowledge capability. As Knowledge Manager, you’ll own the design, governance, and continuous improvement of our customer service knowledge base—ensuring it’s accurate, accessible, and future-ready for both our crew and our customers. 

You’ll lead a small team of UX Specialists, creating a single source of truth that powers great service experiences across digital, automation, and human support channels. From optimising information architecture to enabling AI-driven solutions, your work will make it easier for agents to find answers and for customers to self-serve with confidence. 

Key responsibilities will include: 

• Leading, coaching, and developing a high-performing team. 
• Driving the strategy, governance, and evolution of Sky’s knowledge base. 
• Designing intuitive content structures and optimising for AI and automation. 
• Partnering with stakeholders across Product, Customer Care, Digital, and Tech. 
• Monitoring performance metrics and driving continuous improvement. 

NGĀ PŪKENGA ME NGĀ WHEAKO I WHAT YOU WILL BRING  

You’re a proven knowledge leader with a knack for making complex information simple and accessible. You understand how content, technology, and people connect—and you know how to build and manage a knowledge base that works seamlessly across human and AI-powered service channels. 

ESSENTIAL 

• Experience leading knowledge platforms or teams. 
• Expertise in integrating content with chatbots or digital assistants. 
• Ability to transform content for automation/AI platforms. 
• Strong stakeholder management and communication skills. 
• Technical literacy with content management systems (ideally Salesforce Knowledge). 

PREFERRED 

• Experience with chatbot knowledge design and natural language structuring. 
• Leadership experience within an enablement or support function. 
• Experience with Genesys, Salesforce Service Cloud, or similar platforms. 
• Familiarity with structured content authoring tools or markup languages. 

KO NGĀ HUANGA I WHAT’S IN IT FOR YOU? 

As part of the Sky crew, you’ll enjoy a range of great benefits – from free Sky, Sky Sport Now and Neon, to discounted Southern Cross health insurance and YMCA gym memberships. We offer free onsite parking at our Mt Wellington and Albany office, and we’re big on supporting your growth with exciting career development opportunities. 

ME PĒHEA TE TONO I HOW TO APPLY  

If this opportunity excites you and you want to join us in sharing stories, possibilities, and joy, apply online today. Please note that you must have the right to work in New Zealand or hold a valid work visa for at least 12 months from joining Sky. 

We’re reviewing applications as they come in, and once we’ve found the right addition to our Sky Crew, we’ll blow the final whistle on this ad. If you’re ready to get off the sidelines and into the action, apply now. 

At Sky, we understand that conventional recruitment processes may limit some individuals. That's why we strive to support all candidates, offering reasonable adjustments throughout the recruitment process. If you need any accommodations, please reach out to us at Sky jobs, jobs@sky.co.nz. 

RECRUITMENT AGENCIES: Sky has established partnerships with a small number of preferred recruitment agencies, and we will not engage with unsolicited communication outside of this pool.