Explore Senior Manager, Knowledge Strategy jobs and discover a pivotal leadership role at the intersection of customer experience, information architecture, and digital innovation. Professionals in this senior position are responsible for architecting and governing an organization's knowledge ecosystem. Their core mission is to transform scattered information into a strategic asset that drives self-service efficiency, empowers both customers and employees, and supports broader business objectives. This is not merely a content management role; it is a strategic function that requires aligning knowledge practices with key performance indicators like customer satisfaction (CSAT), operational cost reduction, and agent productivity. Typically, a Senior Manager of Knowledge Strategy oversees the end-to-end lifecycle of organizational knowledge. Common responsibilities include developing and implementing a comprehensive knowledge management framework, often based on methodologies like Knowledge-Centered Service (KCS). They lead a Knowledge Council or steering committee, championing best practices and driving adoption across support, product, and marketing teams. A significant part of the role involves owning the strategy for digital self-service portals, such as Help Centers and internal wikis, focusing on intuitive information architecture, findability, and user experience (UX). They collaborate closely with UX/UI designers, product managers, and IT developers to ensure the knowledge platform is robust and integrated with core systems like CRM (e.g., Salesforce Service Cloud). Furthermore, they establish content governance standards, audit knowledge articles for clarity and consistency, and leverage data analytics to identify content gaps and measure impact. The typical skill set for these leadership jobs is both broad and deep. Successful candidates usually possess 7+ years of progressive experience in knowledge management, content strategy, or digital customer experience. Certification in KCS Practices is a common industry requirement. Technical proficiency is essential, including hands-on experience with knowledge base/CMS platforms (e.g., Salesforce Knowledge, Confluence) and an understanding of CRM integrations. Analytical prowess is critical, using tools like Google Analytics to derive insights and prove ROI. Strong project and program management skills are mandatory to lead complex, cross-functional initiatives. Excellent communication and influence skills are needed to advocate for knowledge strategy at the executive level and coach teams. Familiarity with SEO principles for content optimization and a forward-looking perspective on leveraging AI for content creation and dynamic delivery are increasingly important in these jobs. Ultimately, Senior Manager, Knowledge Strategy jobs are for strategic thinkers who believe that well-managed knowledge is a key competitive advantage. They bridge the gap between customer needs, frontline employee workflows, and technological capabilities, building intelligent systems that scale support and enhance the entire customer journey. If you are seeking a role that combines strategic vision with operational execution to solve complex information challenges, exploring opportunities in Knowledge Strategy leadership is a compelling career path.
