Knowledge Systems Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $91k - $96.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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VitalSource

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

VitalSource is dedicated to transforming digital learning through innovative educational platforms and tools. The company offers a range of solutions designed to provide affordable and accessible course materials, leveraging technologies like smart content creation, digital storefronts, and seamless integrations. VitalSource serves a diverse client base including academic institutions, faculty, corporate learning, and publishers, with a commitment to improving learning outcomes and user engagement through the use of powerful data analytics and learning science. Their platforms, such as Bookshelf and Intrepid, support a global network that prioritizes equitable access and learning personalization.

📋 Description

• 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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