Senior Manager, Operations - Knowledge Management

Walmart•Bentonville, AR

1d•Onsite

About The Position

The Senior Manager, Knowledge Management leads the strategy, architecture, governance, and transformation of knowledge across Marketplace Seller Support and Risk Operations. The role is responsible for knowledge content, technology, operational performance, and team leadership, and builds a globally scalable, AI-enabled knowledge ecosystem that provides accurate, actionable information to associates and systems at the point of work. The Senior Manager establishes executive partnerships, documentation accountability, and measurable standards for quality, speed, and adoption. The role modernizes how knowledge is created, maintained, retrieved, and applied to enable consistent decisions, stronger associate performance, and better seller experiences. It partners with Risk, Seller Support, Policy, Product, Technology, Engineering, regional leaders, and other business functions to ensure that knowledge is trusted, governed, accessible, and ready for operational changes and AI-assisted support.

Requirements

Demonstrated experience leading knowledge management, content strategy, knowledge operations, or related enterprise functions.
Strong expertise in knowledge architecture, taxonomy, metadata, content governance, and enterprise knowledge management platforms.
Experience building or transforming knowledge ecosystems, including platform implementation, migration, and operational optimization.
Understanding of AI-powered knowledge retrieval, retrieval-augmented generation (RAG), and requirements for accurate, governed AI-assisted answers.
Proven ability to establish executive partnerships, influence cross-functional decisions, and drive accountability across business functions.
Experience leading and developing teams, managing performance, and optimizing resources and capacity.
Strong analytical skills, including defining KPIs, measuring effectiveness, and connecting knowledge performance to business outcomes.
Ability to lead through ambiguity, balance strategic transformation with operational execution, and deliver at speed without compromising quality.
Bachelor’s degree in Business Administration, Engineering, Operations, or a related field and 3 years of experience in operations, project management, or a related area; alternatively, 5 years of experience in operations, project management, or a related area.
At least 1 year of supervisory experience.

Nice To Haves

Experience supporting global service operations, contact centers, multilingual environments, or BPO partnerships.
Leadership of cross-functional task forces or projects.
Master’s degree.
Master’s degree in Operations Management.
Project Management Professional (PMP) certification.

Responsibilities

Define and execute a global knowledge management strategy, operating model, and roadmap across Seller Support and Risk Operations.
Establish governance frameworks, content ownership, decision rights, documentation standards, and service-level agreements with business stakeholders.
Partner with Risk, Seller Support, Policy, Product, Technology, Engineering, and regional leaders to anticipate changes, resolve dependencies, and ensure knowledge readiness for business initiatives.
Identify conflicting policies, inconsistent guidance, and knowledge gaps, and drive resolution with accountable business owners.
Own the end-to-end lifecycle of knowledge articles and reference materials, including development, validation, publishing, maintenance, and retirement.
Establish and optimize taxonomy, metadata, categorization, information architecture, and content relationships to improve discoverability, reuse, and accuracy.
Lead knowledge inventory rationalization, content cleanup, subject matter expert validation, and migration to a modern knowledge management platform.
Establish efficient intake, approval, and publishing workflows that support rapid business changes while maintaining quality.
Develop accessible, audience-centered knowledge experiences, including visual summaries and other formats that improve comprehension and awareness.
Lead selection, implementation, integration, and ongoing optimization of a modern, AI-native knowledge management system.
Partner with Product and Engineering to embed trusted, permission-aware knowledge into associate workflows and AI-assisted support.
Establish standards for knowledge retrieval, source reliability, version control, access permissions, and AI-generated answer quality.
Identify opportunities to automate content maintenance, approval routing, publishing, and knowledge distribution.
Ensure knowledge architecture supports human associates and AI systems while maintaining appropriate governance and controls.
Establish a global knowledge operating model balancing consistent standards with country-specific policies, languages, regulatory requirements, and operational practices.
Define governance for regional content variations, translation, localization, and role-based access across internal teams and BPO partners.
Partner with regional leaders to keep knowledge accurate, relevant, and accessible as Marketplace expands into new countries.
Establish KPIs and reporting for knowledge quality, search effectiveness, article helpfulness, change cycle time, adoption, and productivity.
Use content analytics, associate feedback, search behavior, and operational data to identify knowledge gaps, recurring issues, and improvement opportunities.
Surface knowledge-related risks and insights to business leaders, including contradictory guidance, unclear procedures, and documentation gaps.
Connect knowledge effectiveness to operational outcomes, including associate proficiency, case handling efficiency, quality, and seller experience.
Lead, coach, and develop a high-performing team of knowledge professionals, establishing expectations, accountability, and development pathways.
Assess team capabilities, capacity, and organizational design to improve productivity and support a scalable operating model.
Use AI, automation, and process improvements to reduce administrative effort, eliminate rework, and increase speed and quality.
Establish cross-functional ways of working with Instructional Design, Facilitation, Program Management, and Communication & Engagement while maintaining clear ownership of knowledge deliverables.