THE ROLE

As a Senior Knowledge Manager in the PEAK team within Global Customer Experience, you will lead the transformation of how customers, partners, and employees discover and interact with critical knowledge across Everpure. In this high-impact role, you will champion Knowledge-Centered Service (KCS) principles and oversee the end-to-end delivery of enterprise self-service experiences, content governance, and digital platform optimizations. You will collaborate closely with Knowledge Architects, technical writers, customer support engineers, and executive leadership to redefine content quality and discovery. By turning raw technical content into structured, AI-ready assets, you will directly improve self-service resolution rates, elevate customer satisfaction, and build a world-class knowledge culture across Everpure.

WHAT YOU'LL DO

• Drive Enterprise Knowledge Strategy & Governance: Establish and execute scalable content governance frameworks, information architectures, and taxonomy standards to optimize knowledge quality, consistency, and search discoverability across global platforms.
• Lead KCS Program Adoption & Change Management: Partner with KCS leaders and cross-functional support teams to embed Knowledge-Centered Service (KCS) principles, delivering comprehensive change management, training, and enablement to accelerate organizational adoption.
• Orchestrate Platform Implementations & Digital Transformation: Manage the end-to-end delivery of strategic knowledge management projects, directing platform migrations, AI-powered discovery enhancements, and system integrations on schedule and aligned with business priorities.
• Establish Data-Driven KPIs & Continuous Improvement: Define, track, and analyze key performance metrics to measure self-service effectiveness, content health, and operational maturity, using data insights to continuously refine publishing workflows and escalate strategic opportunities.

WHAT YOU BRING

• Experience: 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: Proven track record of architecting, scaling, and managing enterprise knowledge management, self-service programs, content operations, and information architectures in complex environments.
• KCS Methodology & Change Leadership Experience: Deep expertise in Knowledge-Centered Service (KCS) principles and organizational change management, with a demonstrated ability to influence cross-functional teams without direct authority and drive widespread adoption of new processes.
• Proficiency: Document formatting and publication tools such as WYSIWYG, HTML, DITA
• Technical Content & Search Capabilities: Hands-on proficiency with knowledge management platforms, digital publication technologies (e.g., DITA, XML, HTML), and analytics tools, alongside familiarity with AI-driven search and content discovery solutions.
• Program Delivery & Analytical Problem-Solving: Advanced project management and data analytics skills to structure complex initiatives, manage cross-functional delivery roadmaps, and present measurable business outcomes to leadership.

Location: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, Lehi or Raleigh office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

#LI-ONSITE

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$107,000-$230,000 USD

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.