Director, Knowledge Strategy Ops

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement an extensive knowledge management strategy that aligns with business objectives and client experience goals.

• Design and uphold a scalable knowledge architecture that supports taxonomy, metadata, and governance standards.

• Establish policies for content lifecycle management that encompass creation, curation, and retirement.

• Advocate for knowledge sharing, continuous learning, and excellence in operations.

• Oversee the integration of AI/ML technologies into knowledge workflows, including semantic search, natural language processing (NLP), and chatbots.

• Automate content tagging, recommendation engines, and predictive knowledge delivery mechanisms.

• Assess and implement AI tools, including platforms like eGain Knowledge Hub.

• Lead the generation of AI-powered articles to expedite content creation while ensuring consistency and relevance.

• Enhance knowledge systems to improve client onboarding, support, and self-service functionalities.

• Utilize customer insights to refine content formats and delivery channels, aiming to decrease case volume.

• Formulate and execute localization and translation strategies for international markets.

• Collaborate with Customer Insight and Service teams to minimize case volume through the intelligent reuse of knowledge.

• Integrate knowledge into frontline workflows alongside Service, Product, and Enablement teams.

• Facilitate training and encourage the adoption of knowledge tools and practices.

• Provide guidance to executive leadership on knowledge-driven transformation efforts.

• Define and monitor key performance indicators (KPIs) related to knowledge usage, engagement, and impact.

• Leverage data-driven insights to identify gaps, optimize content, and enhance system performance.

• Report strategic outcomes and opportunities to executive leadership.

⛳️ Requirements

• Bachelor’s or Master’s degree in Information Science, Business, Computer Science, or a related field.

• Over 10 years of experience in knowledge management, content strategy, or operations within a SaaS or technology setting.

• Demonstrated experience in implementing AI technologies within knowledge systems.

• In-depth understanding of customer experience principles and SaaS business models.

• Practical experience with eGain or comparable enterprise knowledge platforms.

• Proficiency in knowledge architecture, including taxonomy design and content modeling.

• Preferred certification as a Certified Knowledge Manager (CKM) or equivalent.

• Familiarity with the KCS (Knowledge-Centered Service) methodology is preferred.

• Strong skills in project management and change leadership.

• Exceptional communication and stakeholder engagement skills.

• Ability to sit for extended periods, typically 7–8 hours a day.

• Competence in operating computer and phone systems, including the simultaneous use of multiple software applications.

• Required to work five days a week during designated work hours.

• Must be based within the U.S.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance.

• 401(k) matching program.

• Opportunities for career development.

• Annual bonus potential.

• Restricted stock unit grants based on individual performance.

• Fully remote work from home or location of record within the U.S.

• No in-office attendance requirements.

• A complete range of benefits.