Manager, Knowledge Management

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

📋 Description

• Lead, mentor, and nurture a team of knowledge writers.

• Propel knowledge management initiatives across various business sectors.

• Collaborate with Operations, Engineering, Training, Legal, and Compliance teams to convert intricate processes and business needs into straightforward, actionable content.

• Manage cross-functional projects from inception to launch, overseeing timelines, resources, risks, and communication with stakeholders.

• Establish and refine content standards, information architecture, and governance methodologies.

• Implement user experience and content design principles to enhance information discovery and utilization.

• Supervise content quality and lifecycle management through audits, analytics, search trends, and user feedback.

• Recognize opportunities to leverage AI, automation, and emerging technologies to optimize workflows, enhance content quality, and expand knowledge management capabilities.

⛳️ Requirements

• A Bachelor’s Degree in English, Communications, or a related discipline, or equivalent professional experience.

• A minimum of 6 years of experience in knowledge management, content strategy, content design, or a similar field.

• At least 2 years of experience in people management.

• Demonstrated ability to coach, develop, and guide high-performing teams.

• Experience in leading cross-functional projects, managing competing priorities, and achieving results in a dynamic environment.

• Strong grasp of user experience and content design principles, including information architecture, taxonomy, accessibility, and content governance.

• Experience in managing knowledge across both employee and customer-facing channels.

• Familiarity with knowledge management platforms like ServiceNow, Stonly, Confluence, Salesforce, or similar tools.

• Knowledge of AI-driven search, generative AI, and content optimization techniques.

• Proficient in utilizing analytics, search performance data, and user feedback to initiate improvements.

• Excellent editorial judgment, communication, and stakeholder management abilities.

• Capacity to influence decisions, foster alignment, and ensure content accuracy in environments necessitating legal and compliance review.

• May need to acquire a gaming license issued by the appropriate state agency as a condition of employment.

🏝️ Benefits

• Bonus.

• Equity.

• Benefits as applicable.