Knowledge Base Manager

Job Role

Job Scope

• Own and manage the Knowledge Base system, including platform administration, content structure, taxonomy, user access, governance standards, and continuous optimization.
• Create, maintain, and publish knowledge base articles based on business requirements, operational updates, and customer inquiries.
• Support content migration activities, including auditing, mapping, validation, and migration from legacy systems.
• Review and update content regularly to ensure accuracy, relevance, completeness, and compliance.
• Maintain article structure, tagging, metadata, and categorization standards to support efficient search and retrieval.
• Ensure consistency in language, tone of voice, formatting, and content quality across all knowledge assets.
• Establish governance processes, review schedules, and version control practices.
• Identify and remove outdated, duplicate, or irrelevant content.
• Develop and optimize content for chatbot and AI-powered self-service channels.
• Ensure knowledge articles are correctly integrated and surfaced within chatbot platforms and Smart FAQ solutions.
• Analyze chatbot conversations to identify content gaps, inaccuracies, and improvement opportunities.
• Support chatbot training through content creation, intent mapping, and knowledge refinement.
• Collaborate with vendors and technical teams to improve response accuracy and containment rates.
• Participate in chatbot testing, validation, and user acceptance activities.
• Ensure customer service agents have access to accurate, actionable, and easy-to-follow knowledge resources.
• Create process guides, troubleshooting articles, and operational documentation.
• Improve content to reduce handling time and increase first-contact resolution.
• Gather feedback from agents and operational teams to enhance content quality and usability.
• Train customer service agents on effective use of the Knowledge Base, including content navigation, search best practices, and adoption of knowledge assets.
• Conduct regular audits to ensure content quality, compliance, and accuracy.
• Monitor chatbot performance, search analytics, and content usage to identify improvement areas.
• Track and resolve content-related issues such as missing information, broken links, or visibility gaps.
• Proactively create content to address recurring customer inquiries and emerging trends.
• Work with cross-functional teams to gather and validate business information.
• Analyze stakeholder requirements to support knowledge management and self-service initiatives.
• Coordinate with external vendors and platform providers on knowledge and chatbot-related issues.
• Facilitate content review and approval with subject matter experts.
• Communicate knowledge updates and process changes to stakeholders.
• Support training of team members on Knowledge Base processes and best practices.
• Contribute to other Digital Guest Experience or contact center projects as needed.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Customer Experience, Information Management, Digital Media, or a related field
• 3–5 years of experience in Knowledge Management, Content Management, Customer Experience, Customer Service Operations, or Digital Support.
• Experience managing knowledge bases, content repositories, or chatbot knowledge systems.
• Experience with customer service platforms, CMS tools, or conversational AI solutions is preferred.Strong written and verbal communication skills in English.
• High attention to detail and content quality standards.
• Ability to simplify complex information into clear, user-friendly content.
• Knowledge of taxonomy, tagging, and content governance practices.
• Understanding of chatbot workflows, FAQs, and self-service experiences.
• Strong analytical and problem-solving skills.
• Effective stakeholder management and collaboration skills.
• Proficiency in Knowledge Management platforms (e.g., Sprinklr, Shelf, or similar).
• Knowledge of customer experience (CX) and contact center operations.
• Experience with analytics and reporting tools.
• Familiarity with multilingual content and localization processes.
• Basic understanding of Generative AI, Natural Language Processing (NLP), and conversational AI.