AI Knowledge Manager for Agentforce Operations

Ihg, L.C.; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Ihg, L.c. is seeking a Knowledge Manager, AI & Agentforce to build and continuously improve the Salesforce knowledge base powering our AI agents. This role owns knowledge quality across operations, partnering with leaders, SMEs, and tech teams to capture, validate, govern, and optimize content.

Design scalable knowledge structures, publish and maintain articles, and manage governance templates. You’ll audit content, monitor usage, and drive improvements to support AI-enabled customer and

Qualifications

• 3-5 years of experience in knowledge management, content operations, technical writing, content governance, or related discipline.
• Experience working with CRM, knowledge management, or enterprise content platforms, with Salesforce Knowledge experience preferred.
• Exposure to AI, chatbot, virtual assistant, or agent-based technologies preferred.
• Experience in global operations, shared services, customer support, or hospitality environment preferred.

Responsibilities

• Design and build scalable Salesforce knowledge base structures that support AI agents across multiple operational functions.
• Create, curate, publish, and maintain knowledge articles aligned to operational processes, service standards, and escalation procedures.
• Own the complete knowledge lifecycle, including content creation, review, approval, publication, maintenance, and retirement.
• Develop and manage content governance frameworks, standards, templates, and review processes to ensure consistency and quality across the knowledge base.
• Partner with operational leaders and subject matter experts to identify knowledge gaps, gather source materials, and translate complex information into structured content.
• Facilitate content intake sessions, workshops, and stakeholder reviews to ensure knowledge remains current and aligned with evolving business needs.

Skills

Content governance

Knowledge management

Technical writing

Stakeholder management

Data analysis

Project management

Education

Bachelor's degree in Business / Information Management / Communications / Technical Writing

Tools

Salesforce Knowledge

Microsoft Office

Job description

Ihg, L.c. is seeking a Knowledge Manager, AI & Agentforce to build and continuously improve the Salesforce knowledge base powering our AI agents. This role owns knowledge quality across operations, partnering with leaders, SMEs, and tech teams to capture, validate, govern, and optimize content.

Design scalable knowledge structures, publish and maintain articles, and manage governance templates. You’ll audit content, monitor usage, and drive improvements to support AI-enabled customer and