Program/Project Manager

Acara Solutions, Inc.; Fremont (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Acara Solutions, Inc. in Fremont, CA is seeking a Knowledge Management (KM) Administrator to support day-to-day operations, governance, reporting, and continuous improvement of enterprise knowledge management services.

You will manage knowledge systems, support users, maintain content quality, oversee access controls, and develop analytics that enhance customer support and self-service experiences. This role offers collaboration with cross-functional teams and the opportunity to contribute to

Qualifications

• Bachelor's degree with 2+ years of related experience or equivalent.
• 2+ years in knowledge management, program administration, project coordination, content management, customer support operations, or related business functions.
• 2+ years of experience managing requests, documentation, workflows, or business processes.
• Experience using Microsoft Office applications including Excel, Word, PowerPoint, Outlook, and Teams.
• Experience developing reports, dashboards, or analytics using Power BI.
• Experience utilizing Microsoft Copilot or comparable AI-enabled productivity tools.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively collaborating with cross-functional teams.

Responsibilities

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within established SLAs.
• Administer users, permissions, roles, and access controls for knowledge management systems.
• Perform quality assurance reviews to ensure content accuracy, completeness, and compliance.
• Coordinate and support content translation activities.
• Document operational procedures and maintain support process documentation.
• Ensure adherence to established business processes and identify process improvement opportunities.
• Build, curate, organize, and maintain knowledge base content that supports self-service and agentic support capabilities.
• Develop dashboards, reports, and analytics that measure user engagement, content effectiveness, knowledge adoption, and operational performance.
• Utilize Power BI and other reporting tools to provide actionable business insights.
• Support continuous improvement initiatives focused on efficiency, quality, and user experience.
• Leverage AI-enabled tools such as Microsoft Copilot to improve workflows, knowledge management processes, and support effectiveness.

Skills

Power BI reporting

Knowledge management

Documentation

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

Power BI

CMS

Microsoft Copilot

Job description

We are seeking a Knowledge Management (KM) Administrator to support the day-to-day operations, governance, reporting, and continuous improvement of enterprise knowledge management services. In this role, you'll manage knowledge systems, support users, maintain content quality, oversee access controls, and develop analytics that enhance the effectiveness of customer support and self-service experiences.

Why You'll Love Working Here:

• Work closely with cross‑functional teams across customer support, operations, and business functions.
• Leverage modern tools including Power BI, Microsoft Copilot, and knowledge management platforms.
• Drive process improvements that directly impact user experience and operational efficiency.

Why This Opportunity is Exciting:

This position offers the opportunity to shape how knowledge is managed, shared, and utilized across the organization. You'll help build scalable self‑service solutions, develop meaningful analytics, improve support operations, and contribute to AI‑enabled knowledge management strategies that enhance productivity and customer satisfaction.

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

What You’ll Do:

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within established service level agreements (SLAs).
• Administer users, permissions, roles, and access controls for knowledge management systems.
• Perform quality assurance reviews to ensure content accuracy, completeness, and compliance.
• Coordinate and support content translation activities.
• Document operational procedures and maintain support process documentation.
• Ensure adherence to established business processes and identify process improvement opportunities.
• Build, curate, organize, and maintain knowledge base content that supports self‑service and agentic support capabilities.
• Develop dashboards, reports, and analytics that measure user engagement, content effectiveness, knowledge adoption, and operational performance.
• Utilize Power BI and other reporting tools to provide actionable business insights.
• Support continuous improvement initiatives focused on efficiency, quality, and user experience.
• Leverage AI‑enabled tools such as Microsoft Copilot to improve workflows, knowledge management processes, and support effectiveness.

Job Requirements

What You’ll Bring:

• Bachelor's degree with 2+ years of related experience; or advanced degree with applicable experience; or equivalent combination of education and work experience.
• 2+ years of experience in knowledge management, program administration, project coordination, content management, customer support operations, or related business functions.
• 2+ years of experience managing requests, documentation, workflows, or business processes.
• Experience using Microsoft Office applications including Excel, Word, PowerPoint, Outlook, and Teams.
• Experience developing reports, dashboards, or analytics using Power BI.
• Experience utilizing Microsoft Copilot or comparable AI‑enabled productivity tools.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively collaborating with cross‑functional teams.

What Sets You Apart:

• Experience supporting knowledge management systems and knowledge‑centered service environments.
• Experience developing knowledge bases, support content, or self‑service solutions.
• Knowledge of content management systems (CMS).
• Familiarity with Product Lifecycle Management (PLM) systems and processes.
• Strong analytical and problem‑solving capabilities.
• Experience identifying process inefficiencies and implementing improvements.
• Ability to translate business requirements into operational solutions.
• Experience creating executive‑level reports and performance dashboards.
• Strong customer‑service mindset and stakeholder management skills.
• Experience supporting AI‑driven knowledge management and content delivery strategies.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check.
• Overtime: May be required based on production demands and business needs.
• Top Skills: Strong organization and attention to detail, initiative and ownership, excellent written and verbal communication, Power BI reporting, and knowledge management process support.
• Department: Customer Support Business Group - Knowledge Management & Technical Publications.
• Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
  

After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.

The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Acara Solutions and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Website Privacy Policy | Acara

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.