Knowledge Management Owner

Cabinetworks Group•Waconia, MN

1d•$80,000 - $95,000

About The Position

The Knowledge Management Owner (KMO) is the enterprise owner of the Knowledge Management ecosystem for CWG Customer Care and a key driver of Knowledge Centered Service (KCS) adoption and digital self-service maturity. This role is accountable for creating, managing, governing, and optimizing all customer-facing and internal knowledge that enables exceptional customer experiences, high-performing agents, and scalable operations. The KMO treats knowledge as a strategic business asset and system of record, not a document repository. This role owns the knowledge strategy, creation, content lifecycle, platform roadmap, governance model, and performance outcomes, ensuring knowledge is accurate, actionable, findable, and continuously improved through real-world usage and feedback.

Requirements

1-2 years developing and managing a Knowledge Management System/Program
Associate or Bachelor’s Degree preferred
Strong ability to analyze knowledge usage, search, and self-service data to identify gaps and opportunities
Expertise in creating concise, reusable, and customer-ready knowledge content aligned to KCS principles
Proven experience managing knowledge platforms that support self-service and assisted service
Ability to influence across Customer Care, Digital, Product, and Technology teams
Experience leading change, governance, and adoption for enterprise knowledge systems
Exceptional attention to detail, quality, and accuracy in fast-moving environments
Ability to scale knowledge systems while maintaining trust, consistency, and usability

Responsibilities

Knowledge Strategy, KCS & Business Impact Own and evolve the enterprise Knowledge Management strategy aligned to Customer Care, KCS practices, and digital self-service growth
Define, measure, and report on key performance indicators including article usage, search success, self-service containment, case deflection, rework reduction, average handle time (AHT), and content accuracy
Ensure knowledge directly drives agent effectiveness, customer self-service adoption, and operational efficiency
Lead the transition from knowledge as static documentation to knowledge as a living system, improved through use
Knowledge Creation & Content Development (KCS-Aligned) Serve as the primary owner and architect of knowledge content, including hands-on creation, authoring, and refinement of high-value articles
Apply KCS principles to ensure content is captured at the moment of need, written in customer-ready language, and improved through reuse and feedback
Design content for dual use: agent-assisted support and customer self-service
Proactively identify knowledge gaps and create content to support new products, policies, and digital experiences
Knowledge Governance & KCS Enablement Establish and enforce KCS-aligned standards for knowledge creation, review, publishing, reuse, and retirement
Serve as the final authority on knowledge quality, structure, and readiness for internal and external consumption
Balance empowerment of contributors with strong governance to ensure speed without sacrificing accuracy or trust
Platform & Digital Self-Service Ownership Own the knowledge platform roadmap, ensuring alignment with self-service, search optimization, and digital experience goals
Ensure the knowledge base is structured, tagged, searchable, and optimized for fast, accurate answers across channels (agent desktop, customer portals, chat, and AI-driven experiences)
Partner with Digital, Technology, and CX teams to ensure knowledge powers FAQs, help centers, chatbots, and AI-assisted support
Content Lifecycle & Continuous Improvement Own the full knowledge lifecycle from creation through retirement, using usage data, search analytics, and feedback loops to drive continuous improvement
Review, edit, and approve SME-submitted content to ensure it meets quality, style, and KCS readiness standards
Establish publishing SLAs and health metrics to ensure content remains current, trusted, and effective
SME & Cross-Functional Enablement Design and manage the SME contribution model, aligned to KCS roles and accountability
Coach and enable contributors to create effective knowledge while maintaining centralized ownership and quality control
Communication & Change Enablement Own internal knowledge communications related to product launches, policy changes, and process updates
Ensure changes are clearly documented, communicated, and immediately available to frontline teams and digital channels
Knowledge Culture & Maturity Advancement Promote a culture of knowledge sharing, reuse, and continuous improvement
Drive organizational maturity from reactive documentation to proactive, data-driven knowledge and self-service enablement
Act as the internal thought leader for KCS and digital knowledge best practices