Manager, Enterprise Knowledge Management Tech Service Agent

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

About Ingredion: Join Ingredion, where innovation impacts lives worldwide! Without even realizing it, you’ve experienced our work in your favorite chocolate, your pet’s food, the paper you write on, and your everyday snacks. As a global powerhouse across more than 60 industries, we harness the potential of natural ingredients to transform lives. Whether you’re just starting your career or bringing years of experience, there's a place for you here to make a real difference. Be part of our team that values a wide range of perspectives and is committed to shaping a better world with every product we create.

Location: Bridgewater, NJ Workplace type: Hybrid

The Enterprise Knowledge Management Owner is responsible for leading Ingredion’s enterprise-wide Knowledge Management (KM). This role ensures the health, relevance, and strategic alignment of the knowledge base, driving adoption, continuous improvement, and measurable business impact. The KM Owner will establish content standards, workflows, and feedback mechanisms, and coordinate cross-functional teams to deliver a thriving knowledge culture that supports both AI Assistants for customer self-service and Customer Innovation Technical Service teams. This role reports to the Sr. Director, Commercial Capabilities Development, Customer Experience & Solutions Selling.

Key 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 (e.g., Product Documentation, Quality, Change Management) 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 Customer Innovation Technical Service team.
• Ensure integration with CRM, self-service portals, and other enterprise platforms.

Qualifications

• Bachelor’s degree in Information Science, Business, or related field; Master’s preferred.
• 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.

Success Metrics

• Adoption rate of KM tools and processes across the enterprise.
• Quality and relevance of knowledge base content (measured by reuse, ratings, and business impact).
• Stakeholder engagement and satisfaction.
• Efficiency gains in customer self-service and internal support.
• Continuous improvement in KM program maturity and outcomes.

Why Join Ingredion?

• Total Rewards Package – Competitive salary and performance-based pay recognizing your contributions to our success
• Comprehensive Benefits & Wellness Support – Health, long-term savings, and resources for your physical, mental, and emotional well-being
• Flexible Work Arrangements – We value flexibility to support you both professionally and personally
• Career Growth – Learning, training, and development opportunities, including tuition reimbursement
• Employee Recognition Program – A culture of real-time appreciation, with personalized recognition rewards globally
• Employee Discount Program – Provides exclusive discounts on everyday products, services, and travel

Relocation Available: No

Ingredion uses AI-enabled tools to support parts of the recruitment process, including resume screening and interview scheduling. These tools help match candidate skills to job requirements and streamline communication. All AI‑assisted decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws. By applying, you acknowledge that AI may be used to support your application journey.

Ingredion is a leading global, plant-based ingredients solutions company. We make sweeteners, starches, nutrition ingredients and biomaterials that are used by customers in everyday products from foods and beverages to paper and pharmaceuticals. At Ingredion, we embrace possibilities and inspire each other to think big. Together, we are reimagining how we can make life better through our differentiated ingredients and innovative solutions. We share an inspiring purpose — to make life better, for our colleagues, our customers, our communities, and the world. We belong to a culture of bold innovators, of people who believe that their skills, creativity, and passion can deliver solutions that can enhance people’s lives. We create what's next, transforming our imagination into innovation. We have a welcoming and collaborative environment to build and grow a career in a multinational company. Here, everyone can be their authentic selves and be part of a community of talented and caring people, interacting with professionals around the world, made up of varied backgrounds, cultures and industries. We are encouraged to think differently and innovate through collaboration and experimentation. We are constantly imagining new ways to bring value to our customers, through new ingredients, solutions, and ways of working.