Manager, Knowledge Management

Job Description:

• 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

Requirements:

• 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

Benefits:

• Bonus
• Equity
• Employee Travel Credits

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