Senior Manager, Knowledge Strategy

• Lead the end-to-end Knowledge-Centered Service (KCS) program, shaping strategy to drive adoption across the organization
• Manage the KCS Council, serve as an advocate for industry-leading practices, and maintain KCS v6 Certification
• Be a strategic partner to internal teams, embedding KCS principles into day-to-day workflows and overseeing key metrics
• Co-own the vision and execution of our Help Center strategy, optimizing site architecture for intuitive self-service
• Collaborate with cross-functional partners (UX/UI, developers, product managers)
• Use analytics and user feedback to refine the experience
• Explore opportunities to extend help content across digital touchpoints
• Be the Knowledge Admin, helping to design and configuration of our knowledge base within Salesforce Service Cloud and Experience Cloud
• Translate user needs into actionable deliverables, collaborate with technical teams, and ensure seamless functionality during releases
• Leverage AI to enhance the creation and delivery of content
• Guide the creation of customer-facing knowledge articles and FAQs
• Conduct audits to ensure clarity and alignment with brand and KCS standards
• Use data-driven insights to identify gaps and prioritize improvements
• Collaborate with support teams and subject matter experts to ensure content answers real customer needs.

• 7+ years of experience in KCS program management
• Knowledge of KCS: KCS Practices v6 Certified
• Proficient in content or knowledge management systems (e.g., Salesforce Knowledge, Contentful, Google Drive, Confluence, or similar) and CRM integrations
• Content strategy, and/or digital self-service experience, preferably in a customer-focused industry
• Project Management: Proven ability to manage complex projects from inception to completion, ensuring timelines, budgets, and quality standards are met
• Analytical Skills: Strong data analysis skills, with experience leveraging web analytics tools (e.g., Google Analytics, Adobe Analytics) to inform strategy
• Communication: Excellent written and verbal communication skills, with a knack for translating complex concepts into clear, accessible language
• Collaboration: Strong interpersonal skills, with experience working cross-functionally in fast-paced, agile environments
• Familiarity with SEO best practices for content optimization
• Demonstrated experience supporting or partnering with contact center/BPO operations, with insight into industry processes and best practices
• Must have legal right to work in the U.S.

• Experience using customer feedback platforms and tools, such as Qualtrics, to gather and analyze customer insights preferred
• Experience leveraging AI for process improvement and support answers preferred.

Eligible for discretionary short-term and long-term incentives.