Knowledge Manager

About the Role:

The Knowledge Manager is responsible for the development, governance, maintenance, and continuous improvement of knowledge management processes and content supporting a high-volume contact center and its digital customer service channels. This position ensures that customer service representatives and customers have access to accurate, current, searchable, and actionable information across knowledge management systems, CRM platforms, portals, intelligent IVR, chatbot, and other digital properties.

Essential Duties and Responsibilities:

Knowledge Management Operations

• Manage day-to-day knowledge management processes supporting contact center and digital customer service operations.
• Oversee the complete lifecycle of knowledge content, including content creation, analysis, review, editing, approval, publication, revision, auditing, and retirement.
• Maintain accurate, consistent, accessible, and relevant knowledge resources for Customer Service Representatives and other authorized users.
• Establish and maintain processes for capturing, organizing, categorizing, storing, retrieving, and distributing organizational knowledge.
• Manage knowledge repositories, shared storage locations, portals, databases, and other information resources.
• Monitor knowledge content for accuracy, completeness, duplication, relevance, and usability.
• Establish processes for identifying outdated, inaccurate, or incomplete articles and ensuring appropriate corrective action.
• Coordinate with subject matter experts and operational teams to validate and update knowledge content.
• Ensure knowledge resources support consistent customer responses across voice and digital service channels.

Knowledge Content Governance

• Develop, implement, and maintain Knowledge Management SOPs, standards, workflows, and governance processes.
• Manage workflows for submitting, reviewing, editing, approving, and publishing new or revised knowledge content.
• Audit existing knowledge articles to ensure compliance with established content standards and governance requirements.
• Monitor adherence to knowledge management policies and procedures.
• Maintain appropriate documentation and audit trails for knowledge content changes.
• Coordinate with business and subject matter experts to ensure content is approved before publication when required.

CRM and Technology Management

• Support the configuration, operation, maintenance, and continuous improvement of CRM-related knowledge management functionality.
• Ensure knowledge management tools are effectively integrated with customer service applications and operational workflows.
• Support integration of knowledge resources with digital customer service properties, including intelligent IVR, chatbot, web portals, and other self-service technologies.
• Identify technology limitations and opportunities to improve knowledge search, retrieval, accessibility, and usability.
• Work with technology teams to troubleshoot knowledge management system issues and implement enhancements.
• Support testing and validation of KM technology changes before production implementation.
• Monitor system functionality and identify potential technical or operational risks.

Knowledge Training

• Develop and maintain a comprehensive knowledge management training program for employees.
• Train Customer Service Representatives and other authorized personnel on how to use the KM technology and effectively locate information.
• Teach employees how to create, submit, update, and contribute articles to the knowledge database.
• Develop training materials, job aids, user guides, demonstrations, and other learning resources.
• Provide refresher training when KM systems, processes, governance requirements, or content standards change.
• Evaluate employee adoption and effective use of knowledge management tools.
• Incorporate employee feedback into improvements to KM training and processes.

Technical Writing and Content Development

• Create, edit, and maintain clear, concise, technically accurate, and user-focused knowledge articles.
• Develop SOPs, process documentation, job aids, user guides, and other technical documentation.
• Translate complex technical, operational, or procedural information into clear and actionable content.
• Apply consistent writing, formatting, terminology, metadata, categorization, and content standards.
• Collaborate with subject matter experts to ensure technical accuracy while maintaining content usability.
• Develop content appropriate for both internal employee use and customer-facing digital channels when applicable.

Strategic Planning and Continuous Improvement

• Develop and execute knowledge management strategies aligned with organizational and customer experience objectives.
• Establish short- and long-term KM priorities based on operational needs, customer feedback, performance data, and technology capabilities.
• Identify opportunities to improve knowledge accessibility, consistency, searchability, and employee adoption.
• Lead continuous improvement initiatives related to KM processes, technology, content, and governance.
• Develop implementation plans and coordinate resources required for KM improvements.
• Monitor results and adjust strategies based on measurable outcomes.
• Perform other duties as assigned.

Qualifications & Skills:

• Bachelor's degree in Knowledge Management, Information Systems, or related field.
• 4+ years’ experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.
• Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).
• Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.
• Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.
• Technical writing, data analysis and strategic planning skills.
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. Pearl Interactive Network, LLC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity. This job description is intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.