About the Role
You will translate knowledge strategy into technical execution and lead cross functional programs that connect knowledge operations, customer experience, and technical delivery to scale support without linear headcount growth. You will work across engineering, product, and partner teams to design machine readable knowledge foundations, implement migration to CMS, metadata structures, and launch readiness tooling. You will ensure accuracy, governance, and compliance for customer and specialist workflows, and you will establish an operating cadence to track roadmaps, dependencies, and delivery outcomes. You will identify opportunities to reduce manual work and increase scale.
Requirements
- 5+ years of technical program management systems implementation or operational program leadership in a complex cross functional environment
- Deep familiarity with information retrieval architectures such as vector databases RAG and LLM orchestration tools like LangChain or LlamaIndex alongside CMS platforms structured content and metadata models
- Strong systems thinking and operational judgment with the ability to connect technical decisions to customer impact specialist usability compliance risk and business performance
- Experience translating operational strategy into technical requirements data schemas and tooling investments
- Strong understanding of content systems knowledge management workflow automation and internal tooling in operations or CX environments
- Proven ability to drive alignment across technical and non technical stakeholders especially where ownership is distributed and tradeoffs must be actively managed
- Demonstrated experience leading ambiguous multi team initiatives from concept through launch with clear accountability risk management and measurable outcomes
- Utilizes generative AI responsibly maintaining human oversight to deliver business ready outputs and drive measurable improvements in workflow efficiency cost and quality
Responsibilities
- Own technical programs that improve the systems tooling and workflows behind customer self service internal support knowledge and AI assisted discovery
- Drive cross functional alignment across Knowledge Systems engineering product and partner teams to translate complex knowledge taxonomies and unstructured data into clear technical specifications APIs schemas and execution plans
- Lead the planning and delivery of high leverage initiatives such as workflow automation knowledge system modernization CMS improvements metadata and structure enhancements and launch readiness tooling
- Partner with Knowledge Systems leads to ensure knowledge is accurate structured for machine readability and actionability ready ahead of launch and governed appropriately for customer specialist and compliance needs
- Build and run an operating cadence for technical initiatives including roadmap tracking dependency management risk escalation and delivery accountability
- Identify opportunities to reduce manual work, improve scale, and prevent headcount from growing linearly with business complexity and launch volume
Benefits
- Medical
- Dental
- Vision insurance
- 401(k) retirement plan
- Equity and bonus eligibility
- Remote-first work arrangement