Manager-Knowledge Management

Location: Hyderabad   •   Experience: Senior Level   •   Openings: 1
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Job description

Roles and responsibilities
Manage end-to-end knowledge operations, ensuring alignment with client requirements and expectations, monitoring KPIs and SLAs, and ensuring on-time project execution across multiple workstreams.
Implement a quality management framework in alignment with centralized governance and standardize KM practices by creating SOPs and editorial guidelines.
Establish and maintain the technical architecture, access management, and configuration of all knowledge base platforms to ensure system integrity, security, and optimal support for knowledge delivery.
Maintain strong cross-functional relationships through proactive engagement and timely communication. This includes managing project status meetings and delivering accurate stakeholder reporting on key performance indicators.
Drive team performance and career development by providing coaching, mentoring, and support, while managing team capacity and operational well-being to ensure high-quality service delivery.
Champion the adoption of Generative AI and emerging technologies to enhance content quality, streamline content creation workflows, and improve knowledge delivery efficiency.
Utilize user feedback and data analytics to drive continuous process improvements. Design comprehensive reporting structures to monitor metrics such as user consumption, user feedback etc.
Proactively identify, assess, and mitigate operational risks related to knowledge integrity, content compliance (e.g., policy accuracy, access control lists/ACL), and service delivery bottlenecks, ensuring timely and secure distribution of critical knowledge.
Improve content discoverability and quality by applying SEO best practices and structured guidelines. Lead initiatives to audit and restructure high-impact articles for improved user experience.
Provide rapid acknowledgement and investigation of escalations, maintaining transparent updates for all stakeholders until resolution.
Lead the creation of new help centers by defining project scope, prioritizing content needs, and collaborating with cross-functional teams to ensure on-time delivery.