Operations Knowledge Manager

College Board

1d•$80,000 - $125,000•Remote

About The Position

The Operations Division is transforming how information moves across people, systems, and processes to make knowledge a core driver of efficiency and digital maturity. The Operations Knowledge Manager serves as the command center for operational knowledge, ensuring that information is accurate, current, and integrated into the tools and workflows that support day-to-day operations. This role owns the end-to-end lifecycle of operational knowledge by building the processes, governance, and accountability that keep Operations aligned with product, policy, and system changes. Through cross-functional partnerships, the Knowledge Manager ensures that updates move smoothly from design to delivery so staff can act with confidence and consistency. By connecting content, processes, and systems for reuse, self-service, and AI enablement, this role helps drive digital transformation across Operations, creating a smarter, more connected environment that improves both employee efficiency and customer experience.

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
A passion for expanding educational and career opportunities and mission-driven work
Authorization to work in the United States for any employer
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success.

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.