Senior Manager, Content & Knowledge Architecture

What you'll do

• Establish and champion content engineering standards for structuring, storing, and delivering knowledge across all surfaces.
• Own the roadmap for metadata, taxonomy, and information architecture to improve content discovery and reuse.
• Partner with Product and Engineering to prioritize tooling investments that enhance content quality and efficiency.
• Establish governance frameworks to embed quality checks directly into content creation and publishing workflows.
• Define metrics and reporting to provide leadership visibility into content health, coverage, and authoring performance.
• Lead and develop a team of managers, setting clear goals, providing feedback, and managing talent decisions.
• Coordinate cross-functional efforts to ensure knowledge systems remain aligned with product launches and business needs.
• Build strategic relationships with senior leaders across Product, Engineering, Analytics, and Design to align on priorities.

What we're looking for

• 12+ years of progressive experience in content strategy, content operations, or knowledge management.
• 5+ years of experience managing managers and developing high-performing, distributed teams.
• Advanced degree in Computer Science, Information Science, Technical Writing, or a relevant discipline, or equivalent practical experience.
• Deep expertise in content strategy, knowledge management, and information architecture with an understanding of AI/ML applications.
• Expert knowledge of content management systems, authoring tooling, and AI-powered content optimization.
• Deep technical fluency to partner with engineers on system architecture, data structures, and retrieval mechanics.
• Proven ability to lead talent decisions including hiring, performance management, calibration, and succession planning.
• Must be based in the State of California, the State of Washington, or the State of Oregon.
• Experience in customer support, contact center operations, or a similar global service organization (preferred).