Knowledge Base Program Manager

Position Summary

The Knowledge Base Program Manager is responsible for leading the management, optimization, and governance of Technology Credit Union’s (Tech CU) enterprise knowledge ecosystem, including Tech CU’s Knowledge Hub. This role partners closely with business units, subject‑matter experts, leadership, and cross-functional partners to design and employ scalable content governance practices, manage content workflows, strengthen taxonomy and search effectiveness, maintain a unified organizational voice, and leverage knowledge base analytics and AI capabilities to continuously optimize Tech CU’s knowledge management program. The incumbent is equal parts content strategist, systems administrator, process designer, and program manager.

Responsibilities

Essential Duties

 

Knowledge Hub Program Management

• Serves as the program manager for Tech CU’s Knowledge Hub, including configuration, content lifecycle management, and user permissions.
• Designs and maintains the structure, taxonomy, metadata, and search optimization within the platform.
• Monitors system performance, usage patterns, and analytics to ensure the knowledge base remains accurate, accessible, and effective.
• Establishes annual priorities, maturity goals, and adoption plans.
• Aligns knowledge initiatives with operational, service, compliance, and training goals.
• Promotes a knowledge-sharing culture across the organization.

Content Governance & Workflow Design

• Partners with business areas to design, implement, and maintain content review and approval workflows that ensure accuracy, compliance, and timely updates.
• Establishes and enforces content governance standards, including version control, archival rules, and quality benchmarks.
• Coordinates with SMEs to ensure content is regularly reviewed, validated, and aligned with business needs.

Content Quality & Unified Voice

• Ensures all knowledge articles follow a consistent tone, structure, and voice across the organization.
• In collaboration with Marketing, develops and maintains style guides, templates, and best practices for content creation.
• Provides coaching and editorial support to content contributors to maintain clarity, accuracy, and usability.

Knowledge Gap Identification & Optimization

• Uses analytics, AI insights, and reporting tools to identify knowledge gaps, outdated content, and opportunities for improvement.
• Collaborates with business partners to prioritize and close gaps through new or updated content.
• Tracks the impact of knowledge improvements on customer experience, operational efficiency, and agent performance.

Cross‑Functional Collaboration

• Chairs or facilitates a cross-functional governance forum.
• Advises business leaders and process owners on knowledge management best practices.
• Works closely with customer service, operations, product, compliance, risk, technology, and training teams to ensure the knowledge base supports organizational goals.
• Facilitates workshops, training sessions, and onboarding for new contributors and reviewers.
• Acts as the internal advocate for knowledge management best practices.

Work Schedule

• Full-time; typically 40+ hours/week.
• Flexible within core business hours, Pacific Time, M-F.
• Occasional extended early morning or late evening hours, and weekends, typically with advance notice.

Workplace Essentials

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate and Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state, and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Qualifications

Education: Bachelor’s degree in Business Administration, Management Information Systems, Computer Science, or related area (or equivalent experience).

 

Experience:

• 5+ years of experience in knowledge management, process management, content management, technical writing, or a related field.
• 3+ years of experience leading an enterprise knowledge, process governance, or cross-functional improvement initiatives.
• 3+ years of experience managing an enterprise knowledge platform and developing or managing content review and approval workflows across multiple business units. Experience with eGain Knowledge Hub is preferred.
• Demonstrated experience using analytics or reporting tools to identify knowledge gaps, optimize content, and improve user experience. Experience influencing stakeholders and establishing standards across multiple departments.
• Experience supporting customer-facing or contact-center environments is strongly preferred.
• Prior experience in regulated environments, financial services, or credit unions is preferred.

Knowledge/Skills/Abilities:

• Demonstrated ability to lead enterprise programs, design governance frameworks, and influence stakeholders across business areas without direct authority.
• Proficiency in process mapping, change management, and continuous improvement, with demonstrated ability to translate business requirements into practical knowledge and process standards.
• Advanced knowledge of knowledge management principles and practices, including taxonomy, metadata, information architecture, and content lifecycle management.
• Proficiency in administering enterprise knowledge platforms, including configuration, content architecture, workflow administration, and permissions
• Demonstrated ability to define KPIs, interpret performance reporting, and translate findings into measurable improvements.
• Working knowledge of AI-enabled knowledge capabilities, search optimization, risk considerations, and compliance requirements. Proficiency in using knowledge analytics to improve content effectiveness.
• Excellent writing and editing skills, with the ability to maintain a unified organizational voice across diverse content contributors. Demonstrated expertise in designing, implementing, and enforcing content governance standards, including version control, review cycles, archival requirements, and compliance requirements.
• Demonstrated ability to analyze knowledge performance data, identify trends and gaps, and translate insights into actionable improvements.
• Demonstrated ability to manage multiple concurrent projects, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Strong interpersonal and communication skills, with the ability to coach contributors and collaborate with SMEs at all levels.
• Skilled in facilitating training, onboarding, and cross‑functional workshops related to knowledge management best practices.
• Proven adaptability and problem‑solving skills, supported by sound judgment, attention to details, and a continuous-improvement mindset.

Licenses/Certifications:

• Certified Knowledge Manager (CKM) or Specialist (CKS) preferred.
• Lean Six Sigma certification preferred (Yellow or Green Belt).

Travel: May be required to periodically attend offsite training, meetings, or events, typically with advance notice. Overnight travel unlikely.

Typical Working Conditions: Office environment with interaction with a variety of internal and external parties. May work remotely as determined by business need and individual performance.

 

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier, and other devices.

 

Physical Requirements: This position requires:

• Speaking and listening to interact with internal and external parties in person or via phone.
• Reading a computer screen and performing keyboarding tasks for up to 70% of the day.
• Sitting at desk and/or conference table for extended periods of time.
• Mobility to attend meetings within office building and offsite.

 

Pay and Benefits

• Position Grade: 107
• Salary Range: minimum-$113,000, midpoint-$136,000, maximum-$159,000
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 10% of base salary based on company and individual performance.

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

 

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
• Accrues at 7.08 hours per bi-weekly paycheck (approximately 23 days per year)
• Increases with length of service
• Voluntary Time Off (VTO):
• 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations