Senior Product Manager
About The Position
The Senior HR Knowledge Product Manager partners with HR Product, Engineering, and HR Centers of Excellence to develop and continuously improve the HR knowledge management program that powers digital employee experiences. The role leads strategic initiatives to improve the quality, discoverability, governance, and effectiveness of HR knowledge across self-service channels. Within the broader HR product strategy, this position defines priorities for knowledge capabilities, establishes content standards and governance practices, and works with stakeholders to implement scalable solutions that improve the Team Member experience. Serving as the functional expert for knowledge management, the role partners with senior leaders and translates business needs into product and platform improvements. It also enables HR content owners to deliver consistent, accurate, effective, and AI-ready knowledge. The position provides subject matter expertise for ServiceNow Knowledge Management and related HR knowledge technologies.
Requirements
- Bachelor's degree in Information Science, Communications, Human Resources, Business, Technology, or a related field, or equivalent experience.
- 5+ years of experience in knowledge management, content strategy, digital employee experience, product management, or related disciplines.
- Experience leading complex cross-functional initiatives involving knowledge management, governance, content operations, or employee experience technologies.
- Experience developing content standards, governance practices, metadata, taxonomy, workflows, or lifecycle management processes.
- Working knowledge of enterprise knowledge platforms, content management systems, search technologies, analytics, APIs, and generative AI concepts.
- Experience partnering with Product Management and Engineering teams to define requirements, prioritize enhancements, and support implementation.
- Strong analytical skills with experience using operational metrics and customer feedback to improve digital experience.
- Excellent communication, facilitation, and stakeholder management skills with the ability to influence without direct authority.
- Experience supporting AI-enabled employee experiences or enterprise search initiatives.
Nice To Haves
- Experience with ServiceNow Knowledge Management or Employee Center.
- Familiarity with HR technology and service delivery environments.
Responsibilities
- Lead the execution and continuous improvement of the HR knowledge management roadmap in partnership with HR Product leadership.
- Develop and maintain governance standards, content guidelines, metadata practices, taxonomy, and lifecycle processes that improve knowledge quality and consistency.
- Partner with HR Centers of Excellence, Product, Engineering, Legal, Compliance, and Communications to implement knowledge management capabilities and improve employee self-service experiences.
- Translate business requirements into platform enhancements, workflows, search improvements, virtual agent capabilities, and AI-enabled knowledge solutions.
- Establish and monitor operational metrics, including knowledge health, search effectiveness, content quality, self-service resolution, and user satisfaction.
- Analyze knowledge performance data, identify opportunities for improvement, and recommend enhancements that increase content effectiveness and usability.
- Lead knowledge audits, content rationalization, and migration efforts to improve governance, organization, and overall knowledge quality.
- Develop templates, playbooks, and training materials that enable HR content owners to consistently create high-quality, reusable, and AI-ready knowledge.
- Facilitate governance meetings and working sessions to align stakeholders on priorities, standards, and implementation plans.
- Stay current on knowledge management, digital employee experience, enterprise search, and generative AI best practices, recommending practical improvements to HR products and services.
- Provide subject matter expertise for ServiceNow Knowledge Management and related HR knowledge technologies.
Benefits
- 401k and a new hire and annual equity grant; C08+ positions may also be eligible for an annual bonus.
- Medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident insurance.
- Parental leave, family services benefits, and backup dependent care.
- Flexible spending accounts, telemedicine, pet adoption reimbursement, and an employee assistance program.
- Discounts including 10% off pet insurance and 20% off at Chewy.com.
- Unlimited PTO for exempt salary team members, subject to manager approval.
- Six paid holidays per year.
- Paid sick and family leave may be available in compliance with applicable state and local regulations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
