Manager

Knowledge Management Leader – Job Description

Seeking a dynamic and strategic Knowledge Management Leader to design, implement, and oversee a comprehensive knowledge management (KM) function that supports our customer service teams. This role is critical in ensuring that frontline staff—and the systems that support them—have seamless access to accurate, relevant, and up-to-date information. You will be responsible for the curation, categorization, and lifecycle management of all knowledge assets across the organization’s service and technology platforms.

Overall strategy

• Develop and lead the knowledge management strategy aligned with business goals and customer service excellence.
• Act as a subject matter expert and advocate for knowledge sharing, KM best practices, and continuous improvement.

Content management

• Own and manage the taxonomy and categorization strategy for all knowledge assets (e.g., procedures, talk tracks, FAQs, definitions, guides, regulatory content).
• Ensure consistency, accuracy, and accessibility of all content across systems and touchpoints.
• Establish governance and version control processes to track content updates and sunset outdated materials.

• Define and track KPIs related to knowledge usage, effectiveness, and content health (e.g., search success rates, content freshness, AI response accuracy).
• Continuously optimize approach based on analytics, user feedback, and operational changes.

Technology alignment

• Collaborate closely with technology teams to ensure the knowledge management system is scalable, reliable, and integrated with broader digital platforms.
• Ensure content is structured and maintained in a format that supports both human accessibility and AI/ML systems (e.g., chatbots, virtual assistants, search engines).
• Influence system architecture and metadata design to optimize knowledge discoverability and machine readability.

Collaboration and engagement

• Partner with subject matter experts (SMEs), compliance, product, and operations teams to capture institutional knowledge and turn it into actionable content.
• Align with tech and data governance teams to ensure compliance with security, privacy, and data classification policies.

Requirements

• Experience leading a team within a knowledge management framework
• Strong knowledge of process improvement, change management, and the operations of a service team preferably in financial services
• Excellent project management skills with the ability to manage multiple time-sensitive matters in a fast-paced environment and keep projects moving forward
• Expertise in managing relationships and balancing resources to support cross-functional stakeholders with competing priorities
• Experience with data visualization tools (Advanced Excel (Pivot Tables), Tableau, Power BI, etc.)

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