Senior Knowledge Manager

Everpure•Raleigh, NC

14h•$107,000 - $230,000•Onsite

About The Position

As a Senior Knowledge Manager in the PEAK team within Global Customer Experience, you will lead the transformation of how customers, partners, and employees discover and interact with critical knowledge across Everpure. In this high-impact role, you will champion Knowledge-Centered Service (KCS) principles and oversee the end-to-end delivery of enterprise self-service experiences, content governance, and digital platform optimizations. You will collaborate closely with Knowledge Architects, technical writers, customer support engineers, and executive leadership to redefine content quality and discovery. By turning raw technical content into structured, AI-ready assets, you will directly improve self-service resolution rates, elevate customer satisfaction, and build a world-class knowledge culture across Everpure.

Requirements

8+ years experience in project or program management Knowledge Management, Content Operations, Documentation, Enablement, Customer Experience, or a related discipline
10+ years of experience leading complex projects, programs, and cross-functional initiatives.
Proven track record of architecting, scaling, and managing enterprise knowledge management, self-service programs, content operations, and information architectures in complex environments.
Deep expertise in Knowledge-Centered Service (KCS) principles and organizational change management, with a demonstrated ability to influence cross-functional teams without direct authority and drive widespread adoption of new processes.
Document formatting and publication tools such as WYSIWYG, HTML, DITA
Hands-on proficiency with knowledge management platforms, digital publication technologies (e.g., DITA, XML, HTML), and analytics tools, alongside familiarity with AI-driven search and content discovery solutions.
Advanced project management and data analytics skills to structure complex initiatives, manage cross-functional delivery roadmaps, and present measurable business outcomes to leadership.

Responsibilities

Establish and execute scalable content governance frameworks, information architectures, and taxonomy standards to optimize knowledge quality, consistency, and search discoverability across global platforms.
Partner with KCS leaders and cross-functional support teams to embed Knowledge-Centered Service (KCS) principles, delivering comprehensive change management, training, and enablement to accelerate organizational adoption.
Manage the end-to-end delivery of strategic knowledge management projects, directing platform migrations, AI-powered discovery enhancements, and system integrations on schedule and aligned with business priorities.
Define, track, and analyze key performance metrics to measure self-service effectiveness, content health, and operational maturity, using data insights to continuously refine publishing workflows and escalate strategic opportunities.