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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in knowledge management strategy, governance frameworks, and content optimization, with a strong focus on AI-powered knowledge retrieval and operational excellence. Proven ability to lead cross-functional teams and establish effective partnerships to drive knowledge effectiveness and business outcomes.
Highest-signal resume keywords
Knowledge Management StrategyContent GovernanceAI-Powered Knowledge RetrievalKPI Definition and MeasurementTeam Leadership and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge ArchitectureTaxonomy DevelopmentMetadata ManagementContent StrategyOperational OptimizationProject ManagementAnalytics and ReportingProcess ImprovementContent Lifecycle ManagementKnowledge Ecosystem Transformation
Soft Skills
Influencing Cross-Functional DecisionsLeading Through AmbiguityDriving AccountabilityCoaching and Developing TeamsBalancing Strategic Transformation
Tools & Technologies
AI-Native Knowledge Management SystemEnterprise Knowledge Management PlatformsKnowledge Management SoftwareContent Management SystemsAnalytics Tools
Certifications & Qualifications
Project Management ProfessionalMasters in Operations Management
Industry Keywords
Global Service OperationsContact CentersMultilingual EnvironmentsBPO PartnershipsKnowledge Ecosystems
Tech Stack
Tools & technologiesPMP
About the role
Key responsibilities & impact- Define and execute a global knowledge management strategy, operating model, and roadmap across Seller Support and Risk Operations
- Establish governance frameworks, content ownership, decision rights, documentation standards, and service-level agreements
- Partner with Risk, Seller Support, Policy, Product, and Technology leaders to ensure knowledge readiness
- Identify conflicting policies, inconsistent guidance, and knowledge gaps, driving resolution with business owners
- Own the lifecycle of knowledge articles and reference materials, including development, validation, publishing, maintenance, and retirement
- Establish and optimize taxonomy, metadata, categorization, information architecture, and content relationships
- Lead knowledge inventory rationalization, content cleanup, SME validation, and migration to a modern knowledge management platform
- Establish intake, approval, and publishing workflows
- Develop accessible, audience-centered knowledge experiences, including visual summaries
- Lead selection, implementation, integration, and optimization of an AI-native knowledge management system
- Partner with Product and Engineering to embed trusted, permission-aware knowledge into workflows and AI-assisted support
- Establish standards for retrieval, source reliability, version control, access permissions, and AI-generated answer quality
- Identify opportunities to automate content maintenance, approval routing, publishing, and distribution
- Establish a global knowledge operating model balancing consistent standards with country-specific policies, languages, regulations, and practices
- Define governance for regional content variations, translation, localization, and role-based access
- Partner with regional leaders to maintain accurate, relevant, and accessible knowledge as Marketplace expands
- Establish KPIs and reporting for quality, search effectiveness, helpfulness, change cycle time, adoption, and productivity
- Use analytics, associate feedback, search behavior, and operational data to identify gaps and improvement opportunities
- Surface knowledge-related risks and insights to business leaders
- Connect knowledge effectiveness to associate proficiency, case handling efficiency, quality, and seller experience
- Lead, coach, and develop a high-performing team
- Assess team capabilities, capacity, and organizational design
- Leverage AI, automation, and process improvements to reduce administrative effort, eliminate rework, and increase speed and quality
- Establish cross-functional ways of working with Instructional Design, Facilitation, Program Management, and Communication & Engagement
- Build a globally scalable, governed Knowledge Management function and trusted source of truth
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Engineering, Operations, or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area
- 1 year’s supervisory experience
- Demonstrated experience leading knowledge management, content strategy, knowledge operations, or related enterprise functions
- Strong expertise in knowledge architecture, taxonomy, metadata, content governance, and enterprise knowledge management platforms
- Experience building or transforming knowledge ecosystems, including platform implementation, migration, and operational optimization
- Understanding of AI-powered knowledge retrieval, retrieval-augmented generation (RAG), and requirements for accurate, governed AI-assisted answers
- Proven ability to establish executive partnerships, influence cross-functional decisions, and drive accountability across business functions
- Experience leading and developing teams, managing performance, and optimizing resources and capacity
- Strong analytical skills with experience defining KPIs, measuring effectiveness, and connecting knowledge performance to business outcomes
- Ability to lead through ambiguity, balance strategic transformation with operational execution, and deliver at speed without compromising quality
- Experience supporting global service operations, contact centers, multilingual environments, or BPO partnerships preferred
- Leadership of cross-functional task forces or projects
- Masters, Masters: Operations Management preferred
- Project Management Professional certification preferred
Benefits
Comp & perks- Drug-free workplace
- No tolerance policy regarding the use of illegal drugs and alcohol on the job
- Safe and productive work environment