Knowledge Strategist Team Lead, Governance

Responsibilities

• Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles.
• Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod.
• Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.
• Report knowledge metrics and drive continuous improvement: Track and report on knowledge health metrics. Identify trends, surface insights, and lead continuous improvement initiatives grounded in data.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team. Operate as a player-coach, executing work yourself as needed.
• Collaborate cross-functionally: Act as the primary Knowledge representative for governance-related work with Product, Engineering, Legal, TechGov, and CX stakeholders. Influence standards and tooling decisions that affect the broader knowledge ecosystem.
• Pioneer AI and automation adoption: Lead adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale.

Requirements

• 4+ years of experience in knowledge strategy within a high-volume customer support organization.
• Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences.
• Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• Demonstrated ability to lead, mentor, and develop individual contributors.

Nice-to-Haves

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys.
• Experience with structured content authoring and AI knowledge retrieval optimization (e.g., for chatbot or copilot surfaces).
• Experience managing knowledge infrastructure migrations across platforms.