Knowledge Systems Manager
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Job Description
Knowledge Systems Manager governing customer operations knowledge and AI-assisted retrieval. Improving support resolution for VitalSource’s affordable digital learning platform.
Responsibilities:
- Own the knowledge management roadmap and operating model for Customer Success Operations
- Establish governance structure, domain ownership, review cadence, and content quality standards
- Achieve and sustain knowledge coverage across support case types
- Sequence content development by demand signal and case volume against the seasonal support cycle
- Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation (RAG)
- Define taxonomy, metadata, article standards, and controlled vocabulary for accurate retrieval
- Coordinate the design and delivery of AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval
- Recommend tooling requirements and priorities and support rollout
- Design and operate the quality framework for AI-surfaced knowledge
- Define evaluation of answer accuracy and grounding in source content
- Route failures into content remediation
- Establish content lifecycle policy and classification standards for AI retrieval and external surfacing
- Apply Knowledge-Centered Service (KCS) practices and build sustainable authoring capacity across Support and Enablement
- Measure and report knowledge performance, including coverage, retrieval quality, first contact closure, case deflection, and content health
- Direct content investment based on performance results
- Oversee contracted knowledge operations resources, setting priorities, quality expectations, and delivery milestones
Requirements:
- 5+ years in knowledge management, content strategy, or documentation practice
- At least 3 years supporting a customer support or service operations function
- Demonstrated ownership of a knowledge program end to end, including governance design, taxonomy development, and measurable adoption outcomes
- Working command of Knowledge-Centered Service (KCS) or a comparable methodology, with practical experience embedding it into a live support organization
- Experience working within CRM and ticketing platforms such as Salesforce, Jira, or Zendesk, using case and request data to identify knowledge demand
- Demonstrated experience preparing or governing content for AI-assisted retrieval
- Working fluency with tooling that supports AI-assisted retrieval, including connectors and knowledge sources
- Knowledge of content best practices that make AI output reliable
- Ability to establish governance and enforce standards across teams through influence
- Ability to bring order to a large, unstructured content base
- Professional certification in knowledge management, such as KCS v6 Practices or Principles, or Certified Knowledge Manager (preferred)
- Experience leading an AI-assisted knowledge or content initiative end to end, from proof of concept through production rollout (preferred)
- Experience building and maintaining dashboards and recurring reporting, such as Looker or comparable (preferred)
- Experience directing distributed or contractor-based contributors in a delivery-oriented environment (preferred)
- Bachelor's degree in Library and Information Science, Communications, Education, Business, or a related field (preferred)
- Must be eligible to work in the United States; employer participates in E-Verify
Benefits:
- Competitive base salary and a strong variable component
- Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
- 401K match up to 5%
- 12 weeks of paid parental leave
- Tuition reimbursement program
- 4 weeks’ vacation
- 12 sick days
- 11 company holidays
- 3 personal days
- Flexible work schedules
- Remote capabilities by team
- Casual dress
- Fitness challenges and rewards
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