Senior Manager, Content & Knowledge Architecture

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Define and advocate for the evolving field of content engineering within CKM.

• Set standards for structuring, storing, and delivering knowledge across various surfaces and applications.

• Manage the roadmap for metadata, taxonomy, and information architecture.

• Collaborate with Product and Engineering to identify and prioritize tooling investments.

• Create governance frameworks and implement quality checks within content workflows.

• Establish metrics and reporting systems for content health, coverage, performance, and authoring efficiency.

• Facilitate cross-functional coordination to align CKM content with product launches and business requirements.

• Lead and mentor managers and senior team members.

• Make decisions regarding hiring, calibration, promotions, and succession planning.

• Define roles and responsibilities concerning taxonomy, ontology, tooling, AI optimization, and content operations planning.

• Set priorities and allocate resources and capacity across various programs and the roadmap.

• Coach managers on team structure and career development.

• Build strategic partnerships with senior leaders across Product, Engineering, Analytics, and Design.

• Promote technical and data fluency, editorial and operational excellence, and a culture of continuous improvement.

⛳️ Requirements

• Over 12 years of progressive experience in content strategy, operations, or knowledge management, with significant experience in content systems, taxonomy, and/or large-scale information architecture.

• A minimum of 5 years managing managers, with a proven track record of developing high-performing, distributed teams and guiding them towards a unified strategy and standard.

• Hands-on experience in making talent-related decisions, including hiring, performance management, calibration, and succession planning.

• An advanced degree in a relevant field (Computer Science, Information Science, Technical Writing, or similar) or equivalent practical experience.

• Extensive expertise in content strategy, knowledge management, and information architecture.

• Demonstrated knowledge of AI/ML applications within content operations.

• Expert-level understanding of content management systems and authoring tools.

• Practical experience with AI-driven content optimization.

• Ability to collaborate directly with engineers on system architecture, data structures, and retrieval mechanics; a high level of technical fluency is crucial.

• Capability to execute effectively across diverse disciplines.

• Strong executive presence with the ability to build and present business cases to VP/C-level stakeholders.

• Proven ability to guide and influence the work of multiple related teams and their leaders.

• Established people leadership skills, including hiring, developing, and retaining senior talent.

• Experience in leading established teams through transitions.

• Background in customer support, contact center operations, or a similar global service organization is advantageous.

🏝️ Benefits

• Eligibility for bonuses.

• Eligibility for equity.

• Comprehensive benefits package.

• Employee travel credits.

• Disability accommodations provided throughout the recruitment process.