Knowledge Program Manager, Player Support [80829]

Onward Search; Seattle (WA); Hybrid; USD 74,390 - 92,299; Part time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life Insurance

401(k) Program

eLearning and Ongoing Training

Education Reimbursement

Job summary

A global player support organization is hiring a Knowledge Program Manager to lead knowledge management practices enhancing player and support experiences. The role requires expertise in AI and knowledge management with a focus on developing strategies for player-facing resources. This hybrid position offers competitive pay ranging from $54 to $67 per hour, along with benefits including medical, dental, and education reimbursement.

Qualifications

• Two to four years of experience in a knowledge management role.
• Proven expertise in utilizing AI or large language models within knowledge management systems.
• Ability to develop and oversee strategic knowledge initiatives.
• Experience managing knowledge workflows in support or service delivery environments is preferred.

Responsibilities

• Lead initiatives to enhance knowledge management practices for agents and players.
• Develop strategies for expanding player-facing support resources.
• Recommend and implement tools for optimizing content delivery.

Skills

Experience with AI or large language models

Strong written communication skills

Knowledge management

Strategic initiative development

Job description

Knowledge Program Manager, Player Support

This role is a hybrid, long‑term position based in a flexible location, supporting a global organization committed to enhancing player and support team experiences. The application deadline for this role is Jan 12, 2025.

Base pay range

$54.00/hr – $67.00/hr

Knowledge Program Manager, Player Support Responsibilities

• Lead initiatives to enhance knowledge management practices that serve agents, players, and support processes, ensuring continuous improvement.
• Develop strategies to expand the reach of player‑facing support resources, focusing on AI effectiveness and promoting self‑service options.
• Recommend and implement tools and processes, including knowledge management platforms and AI solutions, to optimize content delivery and utilization.
• Create, review, and update knowledge articles, macros, and communication materials tailored for global audiences.
• Track and analyze the performance, adoption, and sentiment related to knowledge programs and tools to drive ongoing enhancements.

Knowledge Program Manager, Player Support Qualifications

• Two to four years of experience in a knowledge management role.
• Proven expertise in utilizing AI or large language models within knowledge management systems.
• Ability to develop and oversee strategic knowledge initiatives that improve operational efficiency.
• Strong written communication skills, with experience aligning content to specific styles or voices.
• Experience managing knowledge workflows in support or service delivery environments, such as ITSM, HR, or customer support, is preferred.

Perks and Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401(k) Program
• eLearning and Ongoing Training
• Education Reimbursement

Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.

Seniority Level

Associate

Employment Type

Contract

Job Function

Training and Strategy/Planning

Industries

Staffing and Recruiting