Associate Director -Knowledge Management

Qiddiya Investment Company; Riyadh; On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company seeks a Knowledge Management Associate Director to enhance operational efficiency through a centralized Knowledge Management Platform. The role is key in coordinating documentation, training staff, and aligning resources with guest support needs. Ideal candidates will have over 12 years of relevant experience and a degree in Knowledge Management or similar fields.

Qualifications

• Over 12 years in knowledge management or process documentation.
• Experience in customer service/contact center environments preferred.
• Ability to transform complex processes into organized documentation.

Responsibilities

• Develop and maintain the GSC Knowledge Management Platform.
• Conduct knowledge-sharing sessions for GSC agents.
• Track usage metrics to improve knowledge resources and accessibility.

Skills

Knowledge Management

Content Strategy

Documentation

User Training

Organizational Skills

Education

Bachelors or Masters in Knowledge Management or related field

Tools

CMS systems

CRM tools

AI-powered search solutions

Job description

The Knowledge Management Associate Director is responsible for developing, maintaining and continuously improving the GSC Knowledge Management Platform. This role ensures that all guest-facing and internal resources—including SOPs, escalation guidelines, FAQs, troubleshooting workflows and system documentation for both B2B and B2G, are accurately structured, updated and easily accessible to all GSC staff and external support teams.

By aligning knowledge resources with operational needs, the manager plays a key role in enhancing efficiency, reducing resolution times and ensuring a seamless guest experience.

• Knowledge Management System Development & Maintenance

– Build & maintain a centralized Knowledge Management Platform that houses all guest support materials, including process documentation and training guides

– Ensure real-time updates and version control to reflect changes in procedures, policies, and workflows

– Implement categorization, tagging and search optimization to enhance usability and accessibility for GSC agents

• Content Curation & Process Alignment

– Work closely with the rest of GSC teams to ensure that all guest-facing and internal workflows are accurately documented

– Develop structured escalation paths and troubleshooting guides to improve first-call resolution (FCR) rates

– Align knowledge resources with BPO teams, IT teams and operational stakeholders to ensure consistency in service delivery

• User Training & Performance Monitoring

– Conduct knowledge-sharing sessions to ensure GSC agents are fully equipped with up-to-date information

– Gather feedback from frontline teams to identify gaps in knowledge resources and continuously improve content

– Track usage metrics and knowledge access patterns to refine and enhance the platform based on real-time needs

• Education:

– Bachelors or Masters degree in Knowledge Management, Information Systems, Business Administration, or a related field

• Experience:

– 12+ years in knowledge management, content strategy or process documentation, preferably within customer service/contact center environment and exposure to both B2B and B2G ecosystems

• Technical Skills:

– Strong experience with knowledge management platforms, CMS systems, CRM tools and AI-powered search solutions

• Soft Skills:

– Excellent attention to detail, organizational skills and ability to translate complex processes into clear, structured documentation