Director managing HR programs for Edwards Lifesciences, enhancing employee experience and aligning organization strategy. Collaborating with multiple teams to optimize learning and development initiatives.
About the role
- Knowledge Manager driving digital transformation and operational efficiency at College Board. Managing the lifecycle of operational knowledge for improved customer experience and effectiveness.
Responsibilities
- Manage the end-to-end Knowledge Lifecycle (40%)
- Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival.
- Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas.
- Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve.
- Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards.
- Track content freshness and lifecycle performance to drive proactive updates and prevent information decay.
- Advance Process Efficiency and Digital Scalability (35%)
- Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows.
- Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse.
- Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization.
- Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences.
- Enforce Quality, Governance, and Readiness (25%)
- Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy.
- Maintain dashboards and reporting to measure content health, adoption, and usage trends.
- Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities.
- Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements.
- Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction.
Requirements
- 7+ years’ experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization
- Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.)
- Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis)
- Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard
- Familiarity with APIs, integrations, and workflow automation
- Strong influencing skills to drive change and adoption while constructively challenging the status quo
- Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals
- Excellent interpersonal skills, with strong verbal and written communication
- Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results
- Experience working in an agile environment and partnering across technical and non-technical teams
- Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI)
- The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business
Benefits
- Annual bonuses and opportunities for merit-based raises and promotions
- A mission-driven workplace where your impact matters
- A team that invests in your development and success
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