Mgr, NGS Programs

hands-on Manager, Content Operations

AI-related content enablement and quality improvement efforts

• Lead and manage KM-related projects across the Customer Success Organization.
• Partner with CSO stakeholders to assess knowledge needs and translate them into scalable content solutions.
• Act as a

  player-coach

  : directly contribute to content operations work while leading and mentoring a team.
• Develop and manage project plans, timelines, workflows, and resource allocation for KM initiatives.
• Create and standardize

  customized templates, frameworks, and content structures

  to support various CSO use cases.
• Drive improvements in content quality, consistency, findability, and usability across KM assets.
• Partner with team members and cross-functional stakeholders to deliver high-impact content and process improvements.
• Support and lead

  AI-related content initiatives

  , including content readiness, content quality improvements, metadata/tagging approaches, and other efforts that improve AI effectiveness.
• Establish and reinforce best practices in technical writing, content governance, and publishing workflows.
• Provide guidance on content formats, including documentation, process content, and video-based knowledge assets.
• Bring a high-level understanding of video requirements, including planning, scripting, structure, and basic production considerations for scalable enablement content.
• Track and report on project progress, risks, dependencies, and outcomes.
• Drive continuous improvement in KM processes, tools, and team effectiveness.
•  

• 6-8 years of experience in 

  knowledge management, content operations, technical documentation, content strategy, or a related field

  .
• 2 years of people management or team leadership experience.
• Demonstrated ability to manage complex, cross-functional projects from intake through execution.
• Strong understanding of

  technical writing principles

  , content organization, and audience-focused documentation practices.
• Experience working with internal knowledge bases, help centers, documentation platforms, or content management systems.
• Strong stakeholder management skills with the ability to partner across multiple teams and influence without direct authority.
• Excellent written and verbal communication skills.
• Ability to balance strategic thinking with tactical execution in a fast-paced environment.
• Experience supporting Customer Success, Support, Services, or Enablement organizations.
• Exposure to or experience with

  AI-related content programs

  , such as content optimization for AI search, generative AI readiness, metadata improvements, or quality scoring initiatives.
• Familiarity with taxonomy, information architecture, and content lifecycle management.
• Experience with analytics and content performance metrics to guide decision-making and prioritization