Director, Knowledge Strategy Ops

• Develop and lead a comprehensive knowledge management strategy aligned with business and client experience goals
• Design and maintain scalable knowledge architecture supporting taxonomy, metadata, and governance standards
• Establish content lifecycle management policies covering creation, curation, and retirement
• Champion knowledge sharing, continuous learning, and operational excellence
• Lead integration of AI/ML technologies into knowledge workflows, including semantic search, NLP, and chatbots
• Automate content tagging, recommendation engines, and predictive knowledge delivery
• Evaluate and implement AI tools, including platforms such as eGain Knowledge Hub
• Lead AI-powered article generation to accelerate content creation and ensure consistency and relevance
• Optimize knowledge systems for client onboarding, support, and self-service
• Use customer insights to optimize content formats and delivery channels and reduce case volume
• Develop and execute localization and translation strategies for global markets
• Partner with Customer Insight and Service teams to reduce case volume through intelligent knowledge reuse
• Embed knowledge into frontline workflows with Service, Product, and Enablement teams
• Facilitate training and adoption of knowledge tools and practices
• Advise executive leadership on knowledge-driven transformation
• Define and monitor KPIs for knowledge usage, engagement, and impact
• Use data-driven insights to identify gaps, optimize content, and improve system performance
• Report strategic outcomes and opportunities to executive leadership

Requirements

• Bachelor’s or Master’s in Information Science, Business, Computer Science, or related field
• 10+ years in knowledge management, content strategy, or operations in a SaaS or tech environment
• Proven experience implementing AI technologies in knowledge systems
• Strong understanding of customer experience principles and SaaS business models
• Hands-on experience with eGain or similar enterprise knowledge platforms
• Expertise in knowledge architecture, including taxonomy design and content modeling
• Certified Knowledge Manager (CKM) or equivalent preferred
• Experience with KCS (Knowledge-Centered Service) methodology preferred
• Strong project management and change leadership skills
• Excellent communication and stakeholder engagement abilities
• Ability to sit for extended periods, typically 7-8 hours/day
• Proficiency in operating computer and phone systems, including simultaneous use of multiple software programs
• Must work five days per week during designated work hours
• Must work from within the U.S.

Core Competencies

Demonstrates expertise in knowledge management strategy, AI technology integration, and content lifecycle management to enhance client experience and operational efficiency. Proficient in knowledge architecture and customer insights to drive knowledge-driven transformation and optimize system performance.

Highest-signal resume keywords

• Knowledge Management Strategy
• AI Technology Integration
• Knowledge Architecture
• Content Lifecycle Management
• Project Management

Hard Skills

• Knowledge Architecture
• Content Strategy
• AI/ML Technologies
• Taxonomy Design
• Content Modeling
• Data-Driven Insights
• KCS Methodology
• Content Automation
• Semantic Search
• NLP

Soft Skills

• Communication
• Stakeholder Engagement
• Change Leadership
• Training Facilitation
• Operational Excellence

Certifications & Qualifications

• Certified Knowledge Manager (CKM)

Industry Keywords

• SaaS
• Customer Experience
• Content Curation
• Knowledge Sharing
• Global Localization

Tools & Technologies

• EGain Knowledge Hub
• Knowledge Management Platforms
• Recommendation Engines
• Predictive Knowledge Delivery
• Content Tagging Systems