Senior Knowledge Manager: AI-Driven Self-Service Leader

Everpure; Raleigh (NC); On-site; USD 145,000 - 192,000; Full time

Job summary

Everpure’s PEAK team is seeking a Senior Knowledge Manager to transform how customers, partners, and employees discover knowledge. You’ll champion Knowledge-Centered Service (KCS), oversee self-service experiences, content governance, and platform optimizations to deliver AI-ready assets and higher self-service resolution.

You’ll work with Knowledge Architects, technical writers, customer support engineers, and executive leadership to redefine content quality and discovery, building a

Qualifications

• 8+ years experience in project or program management Knowledge Management, Content Operations, Documentation, Enablement, Customer Experience, or a related discipline and 10+ years of experience leading complex projects, programs, and cross-functional initiatives.
• Strategic Knowledge Management & Governance Mastery: Architecting, scaling and managing enterprise knowledge management in complex environments.
• KCS Methodology & Change Leadership Experience: Deep expertise in KCS principles and organizational change management.
• Proficiency: Document formatting and publication tools such as WYSIWYG, HTML, DITA
• Technical Content & Search Capabilities: Knowledge management platforms, digital publication technologies (e.g., DITA, XML, HTML), and analytics tools.

Responsibilities

• Drive Enterprise Knowledge Strategy & Governance: Establish scalable content governance frameworks and taxonomy standards to optimize knowledge quality and discoverability.
• Lead KCS Program Adoption & Change Management: Deliver change management, training, and enablement to accelerate adoption.
• Orchestrate Platform Implementations & Digital Transformation: Manage knowledge management projects, platform migrations, AI-powered discovery, and system integrations on schedule.
• Establish Data-Driven KPIs & Continuous Improvement: Define and analyze metrics to improve self-service and content health.

Skills

Knowledge Management

Content Operations

Documentation

Enablement

Customer Experience

KCS Methodology

HTML/DITA

Content Governance

Project Management

Tools

Knowledge Management Platforms

DITA/XML/HTML

Analytics Tools

AI-powered search

Job description

Everpure’s PEAK team is seeking a Senior Knowledge Manager to transform how customers, partners, and employees discover knowledge. You’ll champion Knowledge-Centered Service (KCS), oversee self-service experiences, content governance, and platform optimizations to deliver AI-ready assets and higher self-service resolution.

You’ll work with Knowledge Architects, technical writers, customer support engineers, and executive leadership to redefine content quality and discovery, building a