Mgr, NGS Programs

Job Summary

We are seeking a hands-on Manager, Content Operations to lead and execute Knowledge Management (KM) initiatives across the Customer Success Organization (CSO). This role is ideal for someone who can balance people leadership, project management, and individual contribution-someone who is comfortable rolling up their sleeves to do the work while also guiding a team.

The Manager will oversee KM-related projects across CSO, partner with stakeholders to understand and support their knowledge needs, and work with team members to build project plans, develop customized content templates, and drive initiatives that improve content quality, usability, and scalability. This role will also help lead AI-related content enablement and quality improvement efforts. A strong foundation in technical writing principles, content operations, and a working understanding of video creation is important.

Job Requirements

• 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.

Experience

• 6-8 years of experience inknowledge management, content operations, technical documentation, content strategy, or a related field.
• 2years 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