Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content strategy and lifecycle, CKM tooling, information architecture, AI enablement at scale, and talent allocation and development, among other endeavors
Partner cross-functionally with process design and optimization, training, quality, planning, program management, platform and product management, engineering, legal and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze continuous improvement
Coach, mentor, and grow a high‑performing team: set clear goals, deliver regular feedback, develop craft and leadership skills, and build succession plans
Articulate the key role knowledge plays on the success of support teams, including regular leadership updates, and structure and enable the team to ensure that human and virtual agents have the information they need at the ready
Oversee processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness
Act as DRI for content‑related urgencies: triage requests, align stakeholders, coordinate publication of rapid guidance to agents and customers, and run retros to document improvement opportunities or best practices

10+ years experience in content and knowledge management or related fields
4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a track record of success providing coaching, feedback, and professional development opportunities to team members
Proven understanding of emerging digital and knowledge management trends, ability to provide thought leadership, and capacity to inspire innovation in these spaces
Extensive familiarity with different content management systems (ex: ContentStack), operational and project management applications (ex: Airtable, Asana, etc.), and AI solutions and tools
Familiarity with Taxonomy and Information Architecture concepts
Experience working with a customer service team and/or operations team in matrix global organizations is highly desirable
Agile training/certification/experience, including scrum, kanban, nimble, is a big plus
Travel may be required up to 10% of the time

Manager, Knowledge Management

Key skills