Knowledge Systems Manager

Accountabilities:

• Own the knowledge management roadmap and operating model for Customer Success Operations, including governance, domain ownership, review cycles, and content quality standards.
• Establish and maintain broad knowledge coverage across support case types, prioritizing content development based on demand signals, case volume, and seasonal support needs.
• Structure and organize the knowledge corpus for AI-assisted search and retrieval-augmented generation, including taxonomy, metadata, article standards, and controlled vocabulary.
• Coordinate the design and rollout of AI-assisted tools supporting knowledge creation, gap detection, contextual retrieval, and other operational use cases.
• Define requirements, recommend priorities, and support the successful adoption of knowledge and AI-enabled systems.
• Design and manage quality frameworks for AI-surfaced knowledge, evaluating answer accuracy and grounding while routing identified issues into content remediation.
• Establish content lifecycle policies and classification standards governing which information is appropriate for AI retrieval and external visibility.
• Apply Knowledge-Centered Service practices or comparable methodologies to build sustainable knowledge authoring capabilities across support and enablement teams.
• Measure and report on knowledge performance, including coverage, retrieval quality, first-contact resolution, case deflection, adoption, and overall content health.
• Use performance data and operational insights to prioritize content investments and continuous improvement initiatives.
• Oversee contracted or distributed knowledge operations resources, setting priorities, quality expectations, and delivery milestones.
• Influence stakeholders across teams to establish governance, enforce standards, and bring structure to complex and unorganized knowledge environments.

Requirements:

• 5+ years of experience in knowledge management, content strategy, documentation, or a related discipline.
• At least 3 years of experience supporting customer support, service operations, or customer success environments.
• Proven experience owning a knowledge management program end to end, including governance design, taxonomy development, content strategy, and measurable adoption outcomes.
• Working knowledge of Knowledge-Centered Service (KCS) or a comparable methodology, with practical experience implementing sustainable knowledge practices within a live support organization.
• Experience working with CRM, support, and ticketing platforms such as Salesforce, Jira, Zendesk, or similar systems.
• Ability to analyze case and request data to identify knowledge demand, content gaps, and opportunities for operational improvement.
• Demonstrated experience preparing, structuring, or governing content for AI-assisted search and retrieval.
• Strong understanding of the tools, connectors, knowledge sources, and content practices required to support accurate and reliable AI-generated outputs.
• Experience establishing governance and driving adoption of standards across cross-functional teams through influence and collaboration.
• Strong analytical, organizational, communication, and stakeholder management skills.
• Professional knowledge management certification, such as KCS v6 Practices or Principles or Certified Knowledge Manager, is preferred.
• Experience leading an AI-assisted knowledge or content initiative from proof of concept through production deployment is desirable.
• Experience building dashboards and recurring performance reports using Looker or comparable analytics tools is a plus.
• Experience managing distributed or contractor-based contributors in a delivery-focused environment is preferred.
• Bachelor’s degree in Library and Information Science, Communications, Education, Business, or a related field is desirable.

Benefits:

• Salary range of $91,000–$96,500.
• Competitive base compensation with a strong variable component.
• Remote work capabilities and flexible work schedules, depending on team requirements.
• Comprehensive medical, dental, and vision coverage.
• Additional insurance benefits, including life, disability, critical illness, accident, identity protection, pet, and legal insurance.
• Flexible Spending Account and Health Savings Account options.
• 401(k) retirement plan with up to a 5% employer match.
• 12 weeks of paid parental leave.
• Tuition reimbursement to support continued education and professional development.
• Starting vacation allowance of 4 weeks.
• 12 sick days, 11 company holidays, and 3 personal days.
• Collaborative, inclusive, and mission-driven work environment.
• Casual dress environment.
• Wellness initiatives, including fitness challenges and rewards.