New Lead, Knowledge Management

Our Customer Experience (CX) team depends on clear, accurate, and up-to-date knowledge to deliver excellent support. We’re looking for a senior-level Knowledge Manager to keep our CX knowledge base running smoothly day to day. This role is all about content operations: auditing, updating, and maintaining the resources our agents rely on. You’ll make sure knowledge is accurate, easy to use, and ready for both human agents and AI-powered tools. You Will... Content Operations Execute updates to CX macros, SOPs, Confluence pages, and workflows Manage review and update cycles to ensure content stays fresh and reliable Quality & Governance Audit CX knowledge to identify outdated, conflicting, or missing content Apply and uphold standards for clarity, tone, and formatting Structure knowledge for both human readability and AI compatibility Knowledge Maintenance Partner with subject matter experts to validate and refine content Address urgent CX content fixes and ensure quick resolution Monitor knowledge health and proactively flag risks or gaps Communication & Tracking Maintain change logs and version control for CX content Provide clear updates on progress and deliverables to team leads Ensure CX agents are informed when changes go live Continuous Improvement Identify recurring issues or requests that point to process improvements Suggest refinements to workflows that improve content accuracy and accessibility Support AI readiness by formatting and tagging knowledge for future tools