Knowledge Systems Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Knowledge Systems Manager based in United States.

This role offers the opportunity to lead and transform the knowledge management ecosystem supporting customer operations. You will establish the governance, standards, and operating model needed to make organizational knowledge accurate, accessible, and actionable. A key focus will be structuring content for AI-assisted search and retrieval, helping ensure that emerging tools can deliver reliable and well-grounded answers. You will identify knowledge gaps, improve content coverage, and introduce sustainable practices for creating and maintaining high-quality resources. Working across support, enablement, and operational teams, you will influence how knowledge is created, governed, and measured. The role combines strategic program ownership with hands-on systems thinking, analytics, and continuous improvement. This remote opportunity is ideal for an experienced knowledge management leader who wants to build scalable foundations for both human and AI-powered support.

• 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.