Knowledge Systems Manager - Remote AI KM for Customer Ops

Vitalsource; United States; Hybrid; USD 91,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

401K match 5%

Parental leave 12 weeks

Tuition reimbursement

Flexible work schedules

Remote capabilities by team

Job summary

VitalSource is hiring a Knowledge Systems Manager to own the knowledge management practice within the Customer Success Operations team. You will establish governance, standards, and a content structure guiding AI-assisted search and retrieval for accurate responses.

You will lead content coverage across support scenarios, shape a scalable taxonomy, and drive the adoption of KCS practices while partnering with Salesforce, Jira, and Zendesk to align data and tooling.

Qualifications

• 5+ years in knowledge management or related field.
• 3+ years supporting a customer support or service operations function.
• Ownership of a knowledge program end to end with governance and adoption outcomes.
• Experience with Knowledge-Centered Service (KCS) methodology.
• Governing content for AI-assisted retrieval and tooling.
• Ability to govern across teams and bring order to large unstructured content base.

Responsibilities

• Own the knowledge management roadmap and operating model for Customer Success Operations.
• Sustain knowledge coverage across support case types and tune content by demand and seasonality.
• Structure the knowledge corpus for AI-assisted search and retrieval (taxonomy, metadata, standards).
• Coordinate design and rollout of AI-assisted tooling for knowledge creation and gap detection.
• Design and operate the quality framework for AI-surfaced knowledge and remediation loops.
• Establish content lifecycle policy and classification standards for AI retrieval vs. external surfaces.
• Apply KCS practices across Support and Enablement.
• Measure knowledge performance and direct investments based on results.
• Oversee contracted knowledge operations resources and delivery milestones.

Skills

Knowledge management

Content strategy

Documentation practice

CRM experience

KCS practices

Education

Bachelor's degree

Tools

Salesforce

Jira

Zendesk

Job description

VitalSource is hiring a Knowledge Systems Manager to own the knowledge management practice within the Customer Success Operations team. You will establish governance, standards, and a content structure guiding AI-assisted search and retrieval for accurate responses.

You will lead content coverage across support scenarios, shape a scalable taxonomy, and drive the adoption of KCS practices while partnering with Salesforce, Jira, and Zendesk to align data and tooling.