Senior Knowledge Strategy & KCS Lead

Everpure; Santa Clara (CA); On-site; USD 107,000 - 230,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

Everpure seeks a Senior Knowledge Program Manager to lead the enterprise KCS strategy and execution across support, engineering, and customer experience. You will drive cross-functional initiatives, coach experts, and modernize our self-service ecosystem to boost customer resolution and experience.

With 8+ years in technical and knowledge management roles, you will design governance, deliver training, and influence stakeholders to sustain a world-class KCS program at scale.

Qualifications

• 8+ years in technical support or customer support organization.
• 8+ years in knowledge management position and team.
• KCS v6 certification and related credentials.
• Strong cross-functional influence and executive communication skills.

Responsibilities

• Design, scale, and evolve the Knowledge-Centered Success (KCS) program framework across global support and customer-facing teams.
• Manage multi-project roadmaps from intake through launch and operational transition.
• Build program dashboards, governance structures, and executive reporting to monitor knowledge quality and adoption metrics.
• Facilitate organizational change management by delivering KCS training and coaching Knowledge Domain Experts.

Skills

8+ years technical support

8+ years knowledge management

Education

KCS v6 Practices Certified

KCS Trainer/Coach certification

PMP certified

Job description

Everpure seeks a Senior Knowledge Program Manager to lead the enterprise KCS strategy and execution across support, engineering, and customer experience. You will drive cross-functional initiatives, coach experts, and modernize our self-service ecosystem to boost customer resolution and experience.

With 8+ years in technical and knowledge management roles, you will design governance, deliver training, and influence stakeholders to sustain a world-class KCS program at scale.