Leader, Knowledge & AI Support Automation Management
About The Position
We are seeking a visionary Leader, Knowledge & AI Support Automation Management to lead our KCS Center of Excellence (COE) across the entire Cisco TAC organization. Working with the Vice President of Splunk Support, in this role, you will be the primary architect of our global knowledge strategy, ensuring that knowledge serves as the foundational engine for our AI-driven support transformation. You will lead a high-performing team of KM leaders and specialists to develop a culture of knowledge sharing, optimize our content ecosystem for both human and machine consumption, and drive measurable improvements in customer and employee success. The "Knowledge Management Manager" role acts as the link between high-level executive strategy (AI-driven support, organizational transformation) and the tactical execution performed by the KM Leader and the KCS Knowledge Lead. This role requires a focus on strategic alignment, multi-functional influence, and the orchestration of AI-enabled knowledge ecosystems.
Requirements
- 8+ years in Knowledge Management, Customer Support Operations, or Technical Program Management, with at least 3+ years in a leadership/ management capacity.
- Deep, practical experience with KCS v6 methodology. Shown ability to scale KCS programs across large, global organizations.
- Demonstrated success in leading cross-functional teams and running direct reports. Ability to influence without authority and drive consensus across diverse team member groups.
- Strong understanding of AI-assisted support, Salesforce Service Cloud, and data visualization tools (e.g., Tableau, Splunk).
- Ability to translate complex business problems into actionable knowledge-based solutions.
- Outstanding executive-level communication skills; ability to present sophisticated strategies to senior leadership and articulate the business value of knowledge.
- KCS v6 Practices Certification
Nice To Haves
- BA/BS in Business, Computer Science, or related field (MBA or Master’s degree preferred) or equivalent experience.
- Experience in a SaaS or high-tech environment.
- Proven track record of managing large-scale organizational change projects.
Responsibilities
- Implement the long-term vision for the KCS COE, aligning knowledge management initiatives with corporate AI and digital transformation goals.
- Provide mentorship, performance management, and strategic direction to a team of KM Leaders and KCS Knowledge Leads, ensuring clear goal setting and alignment with organizational objectives.
- Partner with Technology Group Owners, Technical Strategy Leaders, Engineering teams and various collaborators to integrate KCS practices with AI-driven support tools, ensuring knowledge assets are optimized for machine learning, search and findability, and automated resolution strategies.
- Serve as the main liaison between Operations teams, Technology Group Owners, Product Leaders, and IT. Influence partners at all levels to prioritize knowledge health as a key business metric.
- Establish enterprise-wide governance for knowledge quality and accessibility. Develop executive-level dashboards that articulate the return on investment of KCS, focusing on cost-to-serve, customer satisfaction (CSAT), and AI-deflection rates.
- Drive the evolution of a "knowledge-first" culture. Lead change management efforts to ensure KCS is embedded in the DNA of the global TAC organization.
- Stay at the forefront of KCS and AI trends. Leverage industry benchmarking and internal data to iterate on processes, tools, and enablement strategies.
Benefits
- medical, dental and vision insurance
- a 401(k) plan with a Cisco matching contribution
- paid parental leave
- short and long-term disability coverage
- basic life insurance
- grants of Cisco restricted stock units
- 10 paid holidays per full calendar year
- 1 floating holiday for non-exempt employees
- 1 paid day off for employee’s birthday
- paid year-end holiday shutdown
- 4 paid days off for personal wellness
- 16 days of paid vacation time per full calendar year (non-exempt)
- flexible vacation time off program (exempt)
- 80 hours of sick time off provided on hire date and each January 1st thereafter
- up to 80 hours of unused sick time carried forward
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- annual bonuses (for non-sales roles)
- performance-based incentive pay (for sales roles)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
