Manager, Talent Knowledge Strategy – Governance

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

📋 Description

• Develop and oversee Talent's content governance strategy and operational frameworks.

• Take charge of the taxonomy, information architecture, and indexing for the Netflix Resource Center and the broader Talent knowledge ecosystem.

• Prepare Talent's knowledge for AI utilization through effective metadata management, tagging, content chunking, standardized Q&A formatting, and the elimination of duplicates.

• Collaborate with GBP stewards and subject matter experts to transform policy-heavy materials into user-friendly, searchable content.

• Create AI-assisted workflows that pinpoint content gaps and produce initial draft content for steward evaluation.

• Monitor knowledge health metrics such as search failure rates, deflection rates, first-contact resolution, content staleness, and self-service customer satisfaction (CSAT).

• Facilitate the cross-GBP alignment forum and maintain coherence with GBP leaders and senior stakeholders.

• Define and assemble the necessary team for this function, including editors and other relevant roles.

• Serve as a key stakeholder in the technology partner team's NKP roadmap.

• Manage the roadmap for integrating the remaining business units into the NKP.

• Establish guidelines and quality standards for AI-assisted content workflows.

⛳️ Requirements

• 8+ years of experience in knowledge management, content strategy, information architecture, or HR/People Ops enablement, including having owned strategy rather than solely executing it.

• Proven experience in establishing or managing content governance within a federated organization where authority over content-producing teams is not held.

• Demonstrated experience in building or leading a team, or initiating a new function from the ground up.

• A product-oriented, metrics-focused mindset, utilizing search analytics, deflection rates, CSAT, and similar metrics to inform content decisions.

• Ability to navigate ambiguity, as this function is still in development and will require significant building.

• Experience in preparing content for AI readiness or a successful history of adapting knowledge for emerging search and automation technologies.

• Background in designing AI-assisted content workflows or a well-defined perspective on effective design practices.

• Familiarity with Knowledge-Centered Service (KCS) or a comparable content governance framework.

• Experience in negotiating the adoption of standards with autonomous or semi-autonomous business units.

• Awareness of HR Shared Services or Tier 1/2 support environments.

• Proven experience in integrating or onboarding new business units onto a unified platform or taxonomy.

• Expertise in internal Search Engine Optimization (SEO), Answer Engine Optimization (AEO), or optimizing content for AI-driven search and response engines.

🏝️ Benefits

• Comprehensive health plans.

• Support for mental health.

• 401(k) retirement plan with employer matching.

• Stock option program.

• Disability programs.

• Health Savings and Flexible Spending Accounts.

• Benefits for family formation.

• Life and serious injury benefits.

• Paid leave of absence programs.

• Full-time hourly employees earn 35 days annually for paid time off, applicable for vacations, holidays, and sick leave.

• Full-time salaried employees are eligible for flexible time off from the start.