Enterprise KM Lead — AI‑Driven Knowledge & Self‑Service

Ingredion Incorporated; Bridgewater (MA); Hybrid; MXN 2,202,000 - 3,120,000; Full time

Benefits offered by this job

Total rewards package

Benefits & wellness support

Flexible work arrangements

Career growth opportunities

Employee recognition program

Employee discounts

Job summary

Ingredion Incorporated is hiring an Enterprise Knowledge Management Owner to lead the enterprise KM program, align content strategy, and drive adoption across customer self-service and technical support teams.

You will establish standards, governance, and feedback loops, coordinating with IT, product documentation, and GTM teams to ensure scalable knowledge delivery and measurable business impact. A strong background in KM and digital transformation is essential.

Qualifications

• Bachelor’s degree in Information Science, Business, or related field.
• 10+ years’ experience in Knowledge Management, Digital Transformation, or related disciplines.
• Proven experience leading KM programs in a complex, global organization.
• Strong understanding of KM frameworks, governance, and technology platforms (including AI/ML).
• Excellent communication, stakeholder management, and change leadership skills.
• Experience with content standards, quality assurance, and continuous improvement methodologies.

Responsibilities

• Program Leadership Champion and coordinate the enterprise KM program, communicating its value and impact to all stakeholders.
• Content Governance & Quality Establish and maintain content standards, workflows, and feedback mechanisms for knowledge creation, maintenance, governance, and dissemination.
• Monitor and maintain overall content health, using checklists and metrics to assess adherence to standards, article reuse, customer ratings, and domain relevance.
• Decide when to formalize and consolidate agent-created articles for broader use.
• Stakeholder Engagement & Communication Develop and execute communication plans to secure buy-in, explain program purpose and celebrate progress across all stakeholder groups.
• Facilitate program progress communication and team updates to ensure transparency and engagement.
• Continuous Improvement & Recognition Use analytics and feedback to optimize KM practices, technology, and user experience.
• Implement recognition programs to reinforce desired behaviors and outcomes, evolving from activity-based to outcome-based recognition as the program matures.
• Cross-Functional Collaboration Work with IT, content specialists, Go-to-Market teams to ensure technology platforms support KM workflows and that training is delivered effectively.
• Collaborate with other functional areas to promote efficiency and avoid duplication of work.
• Technology & Innovation Assess and recommend AI KM technology solutions to enhance knowledge capture, search, and delivery for customers and teams.
• Ensure integration with CRM, self-service portals, and other enterprise platforms.

Skills

Knowledge Management

Digital Transformation

Leadership

Stakeholder Management

AI/ML

Change Management

Education

Bachelor's degree in Information Science or related field

Master's degree preferred

Tools

AI/ML platforms

Knowledge management systems

Job description

Ingredion Incorporated is hiring an Enterprise Knowledge Management Owner to lead the enterprise KM program, align content strategy, and drive adoption across customer self-service and technical support teams.

You will establish standards, governance, and feedback loops, coordinating with IT, product documentation, and GTM teams to ensure scalable knowledge delivery and measurable business impact. A strong background in KM and digital transformation is essential.