Global Knowledge Governance, Standards & Platforms Program Lead

The Head of Knowledge Governance, Standards, and Platforms owns the rules, standards, and platform guardrails that ensure the Customer-Support Global Content team delivers high-quality, compliant, and scalable knowledge across all channels. This role ensures that experience-led strategy is translated into enforceable standards and supported by the right platform capabilities. This leader operates horizontally across personas, surfaces, and modalities, ensuring consistency and quality across both human- and AI-delivered experiences. While this role does not define experience strategy or information architecture, it is accountable for codifying those decisions into governance models, standards, and platform configurations that can operate at scale. This is a senior leadership role responsible for building and scaling governance in a tech-first, AI-enabled knowledge organization.