Knowledge Program Manager

Job Title: Knowledge Program Manager
Job Location: Mercer Island, WA
Duration: 12+ Months
Work Mode: Hybrid

Description:
We are seeking an experienced and strategic Knowledge Program Manager to support Global Player Support by driving high-quality knowledge management practices, content effectiveness, and AI readiness. This role plays a critical part in improving knowledge reach, usability, and effectiveness for both players and support agents across a global organization.

Job Responsibilities:
Lead and execute knowledge management programs to improve the end-to-end knowledge journey for authors, agents, and players.
Drive the Knowledge Reach and Effectiveness program, including content migration, AI readiness, and self-service optimization.
Develop and implement strategies to improve player-facing knowledge reach, adoption, and AI-driven effectiveness.
Partner with global knowledge professionals to evolve and execute overall knowledge management strategy.
Plan, create, review, and maintain high-quality content such as knowledge articles, agent macros, and support communications.
Provide recommendations on knowledge tools, including KM platforms, assistive AI, and optimized knowledge processes.
Monitor performance metrics, program adoption, content effectiveness, and user sentiment to guide continuous improvement.
Ensure all knowledge content aligns with established style guides, voice standards, and organizational goals.
Collaborate with cross-functional teams to support scalable, effective knowledge operations.

Required Skills & Experience:
2 4 years of experience in a knowledge management or content program role.
Hands-on experience leveraging AI or LLM tools within a knowledge management system.
Strong background in knowledge management, technical writing, and mass communication.
Demonstrated ability to design and manage strategic knowledge programs that improve operational effectiveness.
Excellent written communication skills with experience adhering to style guides and consistent voice standards.
Strong organizational, analytical, and stakeholder collaboration skills.

Preferred Skills & Experience:
Experience managing knowledge in support or service delivery environments (ITSM, HR, Customer Support).
Familiarity with Knowledge-Centered Service (KCS) methodology; KCS v6 certification is a plus.
Experience designing knowledge flows, decision trees, and user knowledge journeys.
Ability to analyze knowledge performance data and drive data-informed improvements.
Experience supporting global teams and large-scale knowledge initiatives.

Why You ll Love This Role:
Play a key role in shaping global knowledge management strategy and AI-driven support experiences.
Collaborate with cross-functional and international teams.
Drive meaningful improvements in player self-service and support efficiency.
Work at the intersection of knowledge management, AI, and content strategy in a high-impact role.

AgreeYa is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. AgreeYa works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others.

AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics.