Senior Manager, Operations - Knowledge Management

Knowledge Strategy & Governance

• 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 with business stakeholders.
• Partner directly with Risk, Seller Support, Policy, Product, and Technology leaders to anticipate changes, resolve dependencies, and ensure knowledge readiness for business initiatives.
• Proactively identify conflicting policies, inconsistent guidance, and knowledge gaps, driving resolution with accountable business owners.

Knowledge Architecture & Content Operations

• Own the end-to-end 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 to improve discoverability, reuse, and accuracy.
• Lead knowledge inventory rationalization, content cleanup, SME validation, and migration to a modern knowledge management platform.
• Establish efficient intake, approval, and publishing workflows that support rapid business changes without compromising quality.
• Develop accessible, audience-centered knowledge experiences, including visual summaries and other formats that improve comprehension and awareness.

Knowledge Technology & AI Enablement

• Lead the selection, implementation, integration, and ongoing optimization of a modern, AI-native knowledge management system.
• Partner with Product and Engineering to embed trusted, permission-aware knowledge into associate workflows and AI-assisted support.
• Establish standards for knowledge retrieval, source reliability, version control, access permissions, and AI-generated answer quality.
• Identify opportunities to automate content maintenance, approval routing, publishing, and knowledge distribution.
• Ensure knowledge architecture supports both human associates and AI systems while maintaining appropriate governance and controls.

Global Scalability & Regionalization

• Establish a global knowledge operating model that balances consistent standards with country-specific policies, languages, regulatory requirements, and operational practices.
• Define governance for regional content variations, translation, localization, and role-based access across internal teams and BPO partners.
• Partner with regional leaders to ensure knowledge remains accurate, relevant, and accessible as Marketplace expands into new countries.

Knowledge Intelligence & Business Impact

• Establish KPIs and reporting for knowledge quality, search effectiveness, article helpfulness, change cycle time, adoption, and productivity.
• Use content analytics, associate feedback, search behavior, and operational data to identify knowledge gaps, recurring issues, and opportunities for improvement.
• Surface knowledge-related risks and insights to business leaders, including contradictory guidance, unclear procedures, and documentation gaps.
• Connect knowledge effectiveness to operational outcomes, including associate proficiency, case handling efficiency, quality, and seller experience.

People Leadership & Operational Excellence

• Lead, coach, and develop a high-performing team of knowledge professionals, establishing clear expectations, accountability, and development pathways.
• Assess team capabilities, capacity, and organizational design to improve productivity and support a scalable operating model.
• Leverage AI, automation, and process improvements to reduce administrative effort, eliminate rework, and increase speed and quality.
• Establish strong cross-functional ways of working with Instructional Design, Facilitation, Program Management, and Communication & Engagement while maintaining clear ownership of knowledge deliverables.

What You'll Bring

• 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 the 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.

What Success Looks Like A globally scalable Knowledge Management function with a trusted source of truth, clear governance, measurable performance, and efficient content operations. Associates can find and apply accurate information when they need it, business leaders have visibility into knowledge gaps and risks, and AI-enabled systems can reliably consume governed knowledge to improve operational performance and the seller experience.