Program Manager, Knowledge

Lennar•Waterford, FL

About The Position

Program Manager , Knowledge We are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States. A Career that Empowers You to Build Your Future Reporting to the Director, Process Excellence, t his position is responsible for leading the knowledge management strategy and maintaining Lennar’s knowledge base s within ServiceNow, ensuring that all related information is accurate , up-to-date, and easily accessible to our enterprise AI tools and our associates. The Program Manager , Knowledge will serve as the leader of Lennar’s knowledge management practices , overseeing the creation, organization, and dissemination of knowledge content , optimizing th e knowledge for AI initi atives and Agentic AI use . This role will en able Lennar’s support functions to deliver high-quality and high-touch service to associates by providing them with the information they need at their first point of contact. Additionally, t he y will work closely with various teams to ensure that knowledge content is aligned with strategic objectives and operational needs and empowers Associates to seek out self-service opportunities .

Requirements

5+ years in ServiceNow knowledge management, content strategy, or a similar role—ideally spanning multiple domains or corporate functions .
Proven communication, facilitation, and collaboration skills across technical and non-technical stakeholders.
Proficiency in Microsoft 365 tools (e.g., Excel, PowerPoint, Teams, SharePoint) for content management, reporting, and collaboration.
Strong skills in knowledge tools , ServiceNow is highly preferred.
Excellent writing, organization, and stakeholder management skills.
Proven ability to simplify complex topics for broad audiences.

Nice To Haves

Experience with HR and IT knowledge content is highly desirable.
Experience with AI- consumed and mobile content development highly desired.

Responsibilities

Lead the ever-expanding enterprise Knowledge Program, ensuring alignment with business priorities and balancing ad-hoc needs .
Manage and develop a team of indirect-reporting Knowledge Managers spread across Centers of Excellence - facilitating meetings, training new team members , and ensuring consistent standards and practices .
Maintain and enhance centralized knowledge base s with clear, structured, and accessible content with a distributed, mobile-first Associate approach .
Partner with subject matter experts to capture institutional knowledge and translate it into self-service resources.
Establish and maintain governance for content lifecycle management (creation, review, updates, archival).
Monitor usage and analytics to identify gaps, improve quality, and enhance user experience.
Ensure content supports the end-to-end Associate experience including use in key areas such as case deflection, onboarding, process compliance, and system adoption.
Collaborate with stakeholders to continuously improve workflows, automation, and findability in ServiceNow.
Communicate program performance and improvements to leadership through regular updates via written and verbal presentations .

Benefits

Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of.
Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.
To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations.
From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies.
Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day.

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