Jacob Watts is a seasoned knowledge management strategist with over 23 years of experience in operations and program management, and 30 years in contact centers. Starting their career as a Customer Service Representative and Technical Support Engineer, they transitioned into operations in 2001 and have successfully implemented five knowledge base programs across multiple companies, impacting up to 1,200 employees globally. Currently serving as the Director of Knowledge-Centered Service at PAR Technology, Jacob specializes in KCS methodologies and has actively contributed to the Consortium for Service Innovation since 2010. With a passion for leveraging generative AI, they continue to advance their expertise and innovate within the field.
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