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.

• Create a governance structure, assign domain ownership, establish review cycles, and set content quality standards.

• Ensure and maintain comprehensive knowledge coverage across various support case types.

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

• Organize the knowledge corpus for AI-enhanced search and retrieval-augmented generation (RAG).

• Develop taxonomy, metadata, article standards, and controlled vocabulary to ensure precise retrieval.

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

• Suggest requirements and priorities while supporting tooling implementation.

• Design and manage the quality framework for AI-generated knowledge.

• Establish methods for evaluating answer accuracy and grounding in source content.

• Direct failures towards content remediation efforts.

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

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

• Evaluate and report on knowledge performance, including coverage, retrieval quality, first contact resolution, case deflection, and content health.

• Guide content investment decisions based on performance data.

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

⛳️ Requirements

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

• Minimum of 3 years supporting a customer support or service operations role.

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

• Proficient in Knowledge-Centered Service (KCS) or a similar methodology, with hands-on experience integrating it into a live support organization.

• Familiarity with CRM and ticketing systems such as Salesforce, Jira, or Zendesk.

• Experience analyzing case and request data to determine knowledge demand.

• Skilled in preparing or managing content for AI-assisted retrieval.

• Strong understanding of connectors, knowledge sources, and content best practices that ensure reliable AI output.

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

• Ability to organize a large and unstructured content repository.

• 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 through to production rollout (preferred).

• Background in building and maintaining dashboards and regular reporting, such as Looker or similar (preferred).

• Experience managing distributed or contractor-based contributors (preferred).

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

🏝️ Benefits

• Competitive base salary with an attractive variable component.

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

• 401K matching program up to 5%.

• 12 weeks of paid parental leave.

• Tuition reimbursement program available.

• 4 weeks of vacation time.

• 12 sick days per year.

• 11 company holidays.

• 3 personal days annually.

• Flexible work schedules.

• Remote work options available (by team).

• Casual dress code.

• Fitness challenges and rewards programs.