HR Knowledge Management Manager

The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.                            

The Colleague Experience Servicing Strategy refers to the structured approach American Express and Colleague Experience Group is taking to deliver support services to its colleagues, ensuring that interactions are efficient, consistent, and tailored to individual needs. It encompasses the design of tiered support models, integration of technology platforms, and governance of knowledge assets to enable seamless resolution of colleague inquiries. 

The Knowledge Management Manager plays a critical role in shaping and executing the knowledge strategy for CEG. This role is responsible for designing, implementing, and maintaining a scalable knowledge ecosystem that supports global servicing operations, enhances colleague experience, and enables AI-powered support capabilities. As part of the Servicing Strategy team, the manager will lead efforts to centralize content, improve accessibility, and drive continuous improvement through insights and automation. 

Through data-driven insights and continuous optimization, the manager will play a key role in transforming service delivery and enabling the broader servicing strategy to scale globally with consistency and efficiency.

• Provide effective team leadership by setting clear objectives, coaching colleagues, and managing team performance to ensure high levels of engagement and achievement of knowledge management goals. 
• Develop and maintain a centralized knowledge architecture that supports Tier 0–3 servicing models. 
• Define governance standards for content creation, review, and retirement across servicing domains and lead content migration to the new centralized repository. 
• Partner with product and tech teams to ensure knowledge platforms are AI-ready and integrated with case/contact center tools.  
• Lead efforts to mine case histories and servicing data to identify content gaps and generate new knowledge assets (FAQs, SOPs, policy refinements). 
• Collaborate with servicing teams to ensure content is accurate, relevant, and aligned with colleague needs.  
• Support the rollout of new knowledge management platforms (e.g., POA KM Pilot), including configuration, testing, and deployment in priority markets. 
• Monitor platform performance and user engagement to inform enhancements and training needs.  
• Work closely with Servicing Strategy, Product, and COE teams to align knowledge initiatives with broader servicing transformation goals. 
• Act as a liaison between regional servicing teams and global strategy to ensure consistent knowledge practices. 

• 5+ years of experience in knowledge management, content strategy, or service delivery operations. 
• Strong understanding of knowledge platforms, taxonomy design, and content lifecycle management. 
• Proven ability to lead high performing, cross functional teams.  
• Experience with AI-enabled tools and chatbot integration is a plus. 
• Excellent communication, stakeholder engagement, and change management skills. 
• Proven ability to lead cross-functional initiatives and deliver scalable solutions. 
• Strong program management skills 

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.