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Gap Identification & Optimization Uses analytics, AI insights, and reporting tools to identify knowledge gaps, outdated content, and opportunities for improvement.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

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