Knowledge Systems Lead, AI-Driven Ops (Remote)

VitalSource Technologies; United States; Remote; USD 91.000 - 97.000; Vollzeit

Benefits dieser Stelle

Medical, Vision, Dental

Life, Disability, Critical Illness

401K with 5% match

Parental leave (12 weeks)

Tuition reimbursement

Generous PTO

Remote work flexibility

Zusammenfassung

VitalSource Technologies seeks a Knowledge Systems Manager to own knowledge management for Customer Success Operations. You will establish governance, coverage, and content standards to support AI-assisted search and retrieval, ensuring accurate results and reliable content sourcing.

You will drive a lifecycle policy, taxonomy, and quality framework, coordinating with teams and contractors to deliver scalable knowledge assets and measurable improvements in case deflection and first-contact

Qualifikationen

• 5+ years in knowledge management, content strategy, or documentation practice.
• 3+ years supporting a customer support or service operations function.
• Experience owning a knowledge program end to end with governance design and taxonomy.

Aufgaben

• Own the knowledge management roadmap and operating model for Customer Success Operations.
• Achieve knowledge coverage across support case types.
• Structure the knowledge corpus for AI-assisted search and RAG, including taxonomy and metadata.
• Coordinate design and delivery of AI-assisted tooling for knowledge creation and retrieval.
• Design and operate the quality framework for AI-surfaced knowledge.

Kenntnisse

Knowledge management

Content strategy

Documentation

CRM systems

KCS

AI-assisted retrieval

Ausbildung

Bachelor’s degree in Library and Information Science

Tools

Salesforce

Jira

Zendesk

Jobbeschreibung

VitalSource Technologies seeks a Knowledge Systems Manager to own knowledge management for Customer Success Operations. You will establish governance, coverage, and content standards to support AI-assisted search and retrieval, ensuring accurate results and reliable content sourcing.

You will drive a lifecycle policy, taxonomy, and quality framework, coordinating with teams and contractors to deliver scalable knowledge assets and measurable improvements in case deflection and first-contact