Senior Knowledge Program Manager

Everpure•Raleigh, NC

15h•$107,000 - $230,000•Onsite

About The Position

As a Senior Knowledge Program Manager within our Performance, Education & Knowledge (PEAK) team, you will drive the enterprise-wide strategy and execution of Everpure’s Knowledge-Centered Success (KCS) program. You will serve as a strategic catalyst across technical support, engineering, and customer experience organizations to transform how employees, customers, and partners create, discover, and share technical knowledge. By leading cross-functional teams, coaching knowledge domain experts, and modernizing our self-service ecosystem, you will directly improve customer resolution efficiency and elevate our global customer experience.

Requirements

8+ years working in a technical support and/or customer support organization
8+ years working in a knowledge management position and team
KCS v6 Practices Certified
Masterful stakeholder management, negotiation, and executive presentation skills with a demonstrated ability to align diverse technical and business teams around shared outcomes.

Nice To Haves

KCS Trainer or KCS Coach certification preferred
PMP certified preferred.

Responsibilities

Drive Enterprise KCS Strategy & Evolution: Design, scale, and continuously evolve the Knowledge-Centered Success (KCS) program framework across global support and customer-facing teams to improve content quality, article reuse, and self-service resolution
Lead Cross-Functional Program Execution: Manage multi-project roadmaps from intake through launch and operational transition, coordinating with cross-functional stakeholders to ensure initiatives meet critical business milestones and strategic objectives.
Establish Governance & Data-Driven Insights: Build program dashboards, governance structures, and executive reporting to monitor knowledge quality, search effectiveness, and KCS adoption metrics across the enterprise.
Champion Change Management & Enablement: Facilitate organizational change management by delivering KCS training programs, coaching Knowledge Domain Experts, and fostering a collaborative knowledge-sharing culture.