Knowledge Base Program Manager

Technology Credit Union•San Jose, CA

5d•Hybrid

About The Position

The Knowledge Base Program Manager is responsible for leading the management, optimization, and governance of Technology Credit Union’s (Tech CU) enterprise knowledge ecosystem, including Tech CU’s Knowledge Hub. This role partners closely with business units, subject‑matter experts, leadership, and cross-functional partners to design and employ scalable content governance practices, manage content workflows, strengthen taxonomy and search effectiveness, maintain a unified organizational voice, and leverage knowledge base analytics and AI capabilities to continuously optimize Tech CU’s knowledge management program. The incumbent is equal parts content strategist, systems administrator, process designer, and program manager.

Requirements

Bachelor’s degree in Business Administration, Management Information Systems, Computer Science, or related area (or equivalent experience).
5+ years of experience in knowledge management, process management, content management, technical writing, or a related field.
3+ years of experience leading an enterprise knowledge, process governance, or cross-functional improvement initiatives.
3+ years of experience managing an enterprise knowledge platform and developing or managing content review and approval workflows across multiple business units.
Demonstrated experience using analytics or reporting tools to identify knowledge gaps, optimize content, and improve user experience.
Experience influencing stakeholders and establishing standards across multiple departments.
Demonstrated ability to lead enterprise programs, design governance frameworks, and influence stakeholders across business areas without direct authority.
Proficiency in process mapping, change management, and continuous improvement, with demonstrated ability to translate business requirements into practical knowledge and process standards.
Advanced knowledge of knowledge management principles and practices, including taxonomy, metadata, information architecture, and content lifecycle management.
Proficiency in administering enterprise knowledge platforms, including configuration, content architecture, workflow administration, and permissions
Demonstrated ability to define KPIs, interpret performance reporting, and translate findings into measurable improvements.
Working knowledge of AI-enabled knowledge capabilities, search optimization, risk considerations, and compliance requirements.
Proficiency in using knowledge analytics to improve content effectiveness.
Excellent writing and editing skills, with the ability to maintain a unified organizational voice across diverse content contributors.
Demonstrated expertise in designing, implementing, and enforcing content governance standards, including version control, review cycles, archival requirements, and compliance requirements.
Demonstrated ability to analyze knowledge performance data, identify trends and gaps, and translate insights into actionable improvements.
Demonstrated ability to manage multiple concurrent projects, prioritize effectively, and meet deadlines in a fast‑paced environment.
Strong interpersonal and communication skills, with the ability to coach contributors and collaborate with SMEs at all levels.
Skilled in facilitating training, onboarding, and cross‑functional workshops related to knowledge management best practices.
Proven adaptability and problem‑solving skills, supported by sound judgment, attention to details, and a continuous-improvement mindset.

Nice To Haves

Experience with eGain Knowledge Hub is preferred.
Experience supporting customer-facing or contact-center environments is strongly preferred.
Prior experience in regulated environments, financial services, or credit unions is preferred.
Certified Knowledge Manager (CKM) or Specialist (CKS) preferred.
Lean Six Sigma certification preferred (Yellow or Green Belt).

Responsibilities

Serves as the program manager for Tech CU’s Knowledge Hub, including configuration, content lifecycle management, and user permissions.
Designs and maintains the structure, taxonomy, metadata, and search optimization within the platform.
Monitors system performance, usage patterns, and analytics to ensure the knowledge base remains accurate, accessible, and effective.
Establishes annual priorities, maturity goals, and adoption plans.
Aligns knowledge initiatives with operational, service, compliance, and training goals.
Promotes a knowledge-sharing culture across the organization.
Partners with business areas to design, implement, and maintain content review and approval workflows that ensure accuracy, compliance, and timely updates.
Establishes and enforces content governance standards, including version control, archival rules, and quality benchmarks.
Coordinates with SMEs to ensure content is regularly reviewed, validated, and aligned with business needs.
Ensures all knowledge articles follow a consistent tone, structure, and voice across the organization.
In collaboration with Marketing, develops and maintains style guides, templates, and best practices for content creation.
Provides coaching and editorial support to content contributors to maintain clarity, accuracy, and usability.
Uses analytics, AI insights, and reporting tools to identify knowledge gaps, outdated content, and opportunities for improvement.
Collaborates with business partners to prioritize and close gaps through new or updated content.
Tracks the impact of knowledge improvements on customer experience, operational efficiency, and agent performance.
Chairs or facilitates a cross-functional governance forum.
Advises business leaders and process owners on knowledge management best practices.
Works closely with customer service, operations, product, compliance, risk, technology, and training teams to ensure the knowledge base supports organizational goals.
Facilitates workshops, training sessions, and onboarding for new contributors and reviewers.
Acts as the internal advocate for knowledge management best practices.