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Gap Identification & Optimization Uses analytics, AI insights, and reporting tools to identify knowledge gaps, outdated content, and opportunities for improvement.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