Knowledge Management & AI Service Lead

PenFed Credit Union; Omaha (NE); Hybrid; USD 69,000 - 140,000; Full time

Job summary

PenFed Credit Union is seeking a Manager, Knowledge & AI Service to lead the strategy, governance, design, and ongoing development of the knowledge program, public help portal, and AI-enabled support experiences. The role covers multiple locations, including Tysons, Omaha, Eugene, and San Antonio, with a hybrid work model.

You will oversee knowledge content, information architecture, and related processes to ensure high-quality service across member, agent, and employee channels, while driving

Qualifications

• Bachelor's degree preferred.
• 2–3 years supervisory experience.
• 6–7 years content management system experience.
• 2–3 years AI-enabled platforms or conversational AI experience preferred.
• Knowledge Management concepts required.
• Experience with AI tools preferred.

Responsibilities

• Lead roadmap, governance, and continuous improvement of AI-enabled knowledge and digital service tools.
• Design and manage scalable KM and AI-support solutions.
• Manage and develop team members delivering content across PenFed platforms.
• Coordinate with stakeholders to define content requirements and AI tool readiness.
• Stay updated on digital service, knowledge management, and AI governance trends.
• Mentor and coach employees; provide performance feedback.
• Ensure compliance with policies and regulations.

Skills

Bachelor's degree

Supervisory experience

Content management system experience

Technical writing experience

AI-enabled platforms experience

Knowledge Management

NLP / AI concepts

Salesforce experience

Analytical skills

Problem solving

Education

Bachelor's Degree

Tools

Salesforce

Job description

PenFed Credit Union is seeking a Manager, Knowledge & AI Service to lead the strategy, governance, design, and ongoing development of the knowledge program, public help portal, and AI-enabled support experiences. The role covers multiple locations, including Tysons, Omaha, Eugene, and San Antonio, with a hybrid work model.

You will oversee knowledge content, information architecture, and related processes to ensure high-quality service across member, agent, and employee channels, while driving