SummaryServe as a strategic advisor and lead practitioner for Knowledge Management (KM) across CX operations to ensure accurate, accessible, and performance driving knowledge is available when and where it is needed. Own and drive the end-to-end knowledge lifecycle-including content strategy, governance, standards, platform optimization, and adoption-without direct people management responsibility.
In this role, you will lead through influence, partnering with knowledge contributors, platform specialists, and operational stakeholders to ensure knowledge articles are accurate, current, easy to find, and aligned to frontline workflows. You will define enterprise KM standards, establish clear roles and accountability for content ownership, and ensure consistent application across accounts through governance models, advisory support, and oversight.
You will partner closely with CX leaders, Product Experience Owners (PXOs), Training, Adoption & Change, and Technology teams to ensure knowledge supports onboarding, daily operations, performance management, and continuous improvement. This role is accountable for ensuring knowledge is not just documented, but actively used, trusted, and embedded in operations.
Your role in our mission- Define and execute a knowledge management strategy aligned to operational and performance outcomes.
- Strong understanding of knowledge lifecycle management, including creation, review, approval, publishing and retirement.
- Establish governance models, standards, and accountability for knowledge ownership.
- Balance enterprise standardization with account-specific operational needs.
- Define and track knowledge management success metrics (e.g., search effectiveness, usage, content health).
- Focus onprocess improvement to reducing time-to-competency, error rates and operational risk.
- Lead and drive informed decisions in environments with ambiguity or evolving assumptions, ensuring clarity, governance, and risk mitigation are maintained.
- Lead, coach, and develop knowledge content and platform teams through partnership.
- Partner with CX leaders, PXOs, Training, Adoption & Change, and Technology teams.
- Strong communication and presentation skills to influence leaders and decisions as well as drive alignment across stakeholders.
- Drive alignment and accountability across matrixed organizations.
- Operate in an agile, cross-functional environment.
What we're looking for- Bachelor's degree in business, communications, knowledge management, or a related field preferred.
- Knowledge Management certification preferred.
- 7+ years of experience in knowledge management, learning, operations, or content governance.
- Demonstrated experience leading KM programs, teams, or enterprise content initiatives.
- Experience with enterprise knowledge management systems (e.g., Bloomfire, KMS Lighthouse, or similar platforms).
- Strong experience working in operational or contact center environments preferred.
What you should expect in this role- Fully remote position.
- Opportunity to travel through your work up to 25% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $84,800.00 - $121,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
