Knowledge Systems Manager

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

📋 Description

• Take ownership of the knowledge management roadmap and operational framework for Customer Success Operations.

• Develop a governance structure, define domain ownership, establish a review cadence, and set content quality standards.

• Ensure comprehensive knowledge coverage across various support case types.

• Organize content development based on demand signals and case volumes aligned with the seasonal support cycle.

• Structure the knowledge corpus to facilitate AI-assisted search and retrieval-augmented generation (RAG).

• Define taxonomy, metadata, article standards, and controlled vocabulary to ensure accurate content retrieval.

• Coordinate the design and deployment of AI-assisted tools for knowledge creation, gap detection, and contextual retrieval.

• Recommend tooling requirements and priorities, and assist in the rollout process.

• Develop and manage the quality framework for AI-surfaced knowledge.

• Establish evaluation metrics for answer accuracy and grounding in source content.

• Manage failures by directing them into content remediation efforts.

• Create a content lifecycle policy and classification standards for AI retrieval and external surfacing.

• Implement Knowledge-Centered Service (KCS) practices and foster sustainable authoring capabilities across Support and Enablement.

• Measure and report on knowledge performance metrics, including coverage, retrieval quality, first contact closure, case deflection, and content health.

• Direct content investment based on performance analysis results.

• Supervise contracted knowledge operations resources, establishing priorities, quality expectations, and delivery timelines.

⛳️ Requirements

• A minimum of 5 years of experience in knowledge management, content strategy, or documentation practices.

• At least 3 years of experience supporting a customer support or service operations function.

• Proven track record of managing a knowledge program from start to finish, including governance design, taxonomy development, and measurable adoption outcomes.

• Practical knowledge of Knowledge-Centered Service (KCS) or a similar methodology, with hands-on experience integrating it into an active support organization.

• Familiarity with CRM and ticketing platforms such as Salesforce, Jira, or Zendesk, utilizing case and request data to identify knowledge needs.

• Demonstrated experience in preparing or governing content for AI-assisted retrieval.

• Proficient in tools that support AI-assisted retrieval, including connectors and knowledge sources.

• Knowledge of content best practices to ensure reliable AI output.

• Capability to establish governance and enforce standards across teams through influence.

• Ability to organize a large, unstructured content repository effectively.

• Professional certification in knowledge management, such as KCS v6 Practices or Principles, or Certified Knowledge Manager (preferred).

• Experience leading an AI-assisted knowledge or content initiative from concept to production rollout (preferred).

• Experience in creating and maintaining dashboards and recurring reports, such as Looker or similar tools (preferred).

• Experience in directing distributed or contractor-based contributors within a delivery-driven environment (preferred).

• Bachelor's degree in Library and Information Science, Communications, Education, Business, or a related field (preferred).

• Must be eligible to work in the United States; employer participates in E-Verify.

🏝️ Benefits

• Competitive base salary along with a robust variable component.

• Comprehensive medical, vision, dental, life, disability, critical illness, accident, FSA, HSA, ID protection, pet, and legal insurance.

• 401K match of up to 5%.

• 12 weeks of paid parental leave.

• Tuition reimbursement program available.

• 4 weeks of vacation leave.

• 12 sick days offered.

• 11 company holidays included.

• 3 personal days granted.

• Flexible work schedules available.

• Remote work capabilities by team.

• Casual dress code.

• Opportunities for fitness challenges and rewards.