Operations Knowledge Manager

Role Overview

• Manage the end-to-end Knowledge Lifecycle (40%)
• Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival.
• Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas.
• Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve.
• Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards.
• Track content freshness and lifecycle performance to drive proactive updates and prevent information decay.
• Advance Process Efficiency and Digital Scalability (35%)
• Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows.
• Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse.
• Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization.
• Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences.
• Enforce Quality, Governance, and Readiness (25%)
• Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy.
• Maintain dashboards and reporting to measure content health, adoption, and usage trends.
• Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities.
• Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements.
• Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction.

Requirements

• 7+ years’ experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization
• Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.)
• Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis)
• Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard
• Familiarity with APIs, integrations, and workflow automation
• Strong influencing skills to drive change and adoption while constructively challenging the status quo
• Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals
• Excellent interpersonal skills, with strong verbal and written communication
• Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results
• Experience working in an agile environment and partnering across technical and non-technical teams
• Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI)
• The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business

Tech Stack

• ElasticSearch
• ServiceNow

Benefits

• Annual bonuses and opportunities for merit-based raises and promotions
• A mission-driven workplace where your impact matters
• A team that invests in your development and success