Manager, Knowledge Management Transformation

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

📋 Description

• Create and implement a multi-year roadmap for Knowledge Management modernization aligned with specific outcomes and milestones.

• Spearhead cross-functional projects to enhance knowledge quality, accessibility, discoverability, usability, and scalability.

• Convert strategic goals into actionable plans, delivery increments, adoption initiatives, and performance metrics.

• Manage initiatives from their inception through implementation, stabilization, and realization of value.

• Identify risks, dependencies, and crucial decisions necessary to sustain transformation momentum.

• Establish and execute knowledge architecture, taxonomy, metadata, content models, and standards suitable for AI.

• Enhance knowledge structures that facilitate semantic search, retrieval-augmented generation, conversational AI, and agentic experiences.

• Collaborate with Product & Tech and AI Automation Operations to outline knowledge requirements.

• Create feedback mechanisms that link AI and search performance to content improvement and ongoing enhancement.

• Evaluate KM platform capabilities and articulate future-state business and functional needs.

• Conduct market analyses, vendor assessments, proofs of concept, and make recommendations.

• Develop transformation roadmaps and business cases for advanced KM capabilities.

• Oversee the implementation and adoption of approved platform modifications in conjunction with Technology and the operational KM team.

• Create scorecards to gauge knowledge health, usage, findability, retrieval efficacy, content deficiencies, and transformation progress.

• Analyze search patterns, user feedback, retrieval outcomes, and operational metrics to determine priority improvements.

• Communicate progress, outcomes, risks, and recommendations to senior stakeholders.

• Foster alignment among Operations, Product, Technology, AI Automation, and Knowledge Management.

• Establish governance, decision-making rights, implementation plans, and sustainable transitions.

• Lead and nurture a high-performing knowledge management team via coaching, feedback, and growth opportunities.

• Guide the shift towards technology-enabled knowledge ecosystems leveraging AI, automation, and digital platforms.

• Enhance team skills in AI-driven knowledge discovery, content lifecycle management, data-informed decision-making, and digital workplace solutions.

⛳️ Requirements

• Bachelor’s Degree is mandatory.

• A minimum of 8 years of experience in Knowledge Management, information architecture, content strategy, digital transformation, operations, consulting, or a related field.

• Proven experience in leading complex, cross-functional transformation projects from strategy to implementation and measurable outcomes.

• In-depth knowledge of taxonomy, metadata, content architecture, governance, and content lifecycle methodologies.

• Experience in enhancing enterprise search, retrieval, self-service, or AI-enabled knowledge experiences.

• Proven ability to define business requirements, assess technology options, and facilitate platform implementation or modernization.

• Competence in utilizing qualitative and quantitative data to identify issues, prioritize tasks, and evaluate outcomes.

• Exceptional skills in executive communication, stakeholder management, change leadership, and structured problem-solving.

• Demonstrated ability to navigate effectively through ambiguity while ensuring disciplined execution and accountability.

• Familiarity with platforms such as Salesforce Knowledge, eGain, ServiceNow, Guru, Confluence, or similar enterprise KM systems is preferred.

• Experience with AI-driven search, retrieval-augmented generation, conversational AI, Agent Assist, or self-service solutions is preferred.

• History of leading vendor assessments, proofs of concept, platform migrations, or enterprise capability implementations is preferred.

• Background in consulting, transformation, continuous improvement, or business process redesign is preferred.

• Capability to remain seated at a desk or workstation for extended durations, typically 7–8 hours daily.

• Proficiency in operating a computer, utilizing phone systems, typing, and using multiple software programs simultaneously.

🏝️ Benefits

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

• 401(k) matching program.

• Opportunities for career development.

• Eligibility for annual bonuses.

• Grant of restricted stock units based on individual performance.

• Fully remote work from home or from a designated location within the U.S.

• Flexible work arrangements, subject to business needs and individual performance.