Knowledge Management Lead: Customer Hub & Governance

Riverside; Liverpool; On-site; AUD 83,000 - 92,000; Full time

Benefits offered by this job

Learning & development

Benefits package

Job summary

Riverside is seeking a Knowledge Manager to ensure accurate, accessible knowledge for Customer Hub colleagues, driving governance and continuous improvement of the knowledge ecosystem across the Directorate.

You will collaborate with operational leaders and experts to turn knowledge into practical guidance, tools and learning resources that boost colleague confidence, consistency and customer outcomes.

Qualifications

• Proven experience in knowledge management, content management or operational improvement roles.
• Experience managing knowledge bases, intranets, or digital content platforms.
• Experience supporting customer service operations and translating requirements into knowledge solutions.
• Knowledge governance frameworks and content standards experience.
• Ability to analyse operational data and identify improvements.

Responsibilities

• Develop and govern the Customer Hub knowledge ecosystem across the Directorate.
• Lead creation, review and publishing of high-quality knowledge content.
• Ensure content is user-friendly, clear and supports operational consistency.
• Introduce taxonomy, tagging and search optimization for usability.
• Conduct audits to remove outdated or missing knowledge.

Skills

Knowledge management

Content management

Stakeholder management

Data protection

Training materials

Analytical thinking

Communication

Problem solving

Education

Knowledge management qualification

Tools

Salesforce Knowledge

SharePoint

CRM platforms

AI-enabled knowledge solutions

Job description

Riverside is seeking a Knowledge Manager to ensure accurate, accessible knowledge for Customer Hub colleagues, driving governance and continuous improvement of the knowledge ecosystem across the Directorate.

You will collaborate with operational leaders and experts to turn knowledge into practical guidance, tools and learning resources that boost colleague confidence, consistency and customer outcomes.