Manager II, Knowledge Governance
CGWS - COME GROW WITH US
full-time
Posted on:
Location Type: Hybrid
Location: Utah • Utah • United States
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About the role
- Own the enterprise-wide knowledge architecture and governance strategy spanning customer-facing and internal knowledge across multiple departments.
- Define long-term vision and roadmap for knowledge systems that support AI consumption, retrieval performance, and scalable content operations.
- Establish enterprise standards for taxonomy, metadata, tagging, version control, content lifecycle management, and governance operating models.
- Hold decision-making authority over governance direction, tooling/system strategy, and cross-department standards adoption.
- Partner with Engineering and AI/ML to define and scale AI knowledge requirements (structure, chunking/format guidance, metadata strategies, evaluation signals) that improve grounding and retrieval.
- Drive enterprise improvements in AI knowledge performance, including reduction of hallucinations tied to knowledge issues and measurable gains in retrieval accuracy.
- Establish measurement frameworks for AI knowledge performance and ensure continuous improvement through experimentation and governance controls.
- Own and deliver cross-team programs (e.g., content restructuring, platform updates, knowledge initiatives) that drive operational efficiency and improve customer experience.
- Translate company priorities and division OKRs into cross-functional knowledge programs with measurable outcomes and clear accountability models.
- Proactively manage risk, dependencies, and tradeoffs across departments; ensure sustained adoption of standards and processes.
- Establish enterprise quality standards that ensure accuracy, completeness, consistency, and compliance across all governed knowledge channels.
- Partner with Legal/Compliance and brand leaders to set scalable review models and controls that reduce risk across customer-facing guidance.
- Lead enterprise remediation efforts when knowledge gaps, inaccuracies, or fragmentation create customer, operational, or AI performance risk.
- Lead and evolve the Knowledge Governance function, including org design, hiring plan, and capability development as the enterprise scope expands.
- Set operating rhythms, capacity planning models, intake/governance processes, and accountability mechanisms that enable scale.
- Develop leaders and senior ICs who extend governance through influence and distributed ownership models.
- Serve as the enterprise knowledge governance leader and executive advisor, influencing investment, tooling decisions, and governance adoption through data and storytelling.
- Establish executive-ready reporting that connects knowledge governance outcomes to business results (digital resolution, support efficiency, product readiness, AI performance, and risk reduction).
- Drive stakeholder satisfaction across multiple departments through clear standards, reliable delivery, and measurable improvements.
Requirements
- 7+ years of experience in enterprise knowledge management, content governance, information architecture, content operations, or a related field (or equivalent practical experience). Bachelor’s degree or equivalent practical experience required.
- 3+ years of people leadership experience, including leading managers/leads and/or scaling functions through multi-team programs.
- Demonstrated experience owning enterprise governance strategy and implementing standards across multiple departments with measurable adoption.
- Experience partnering with Engineering and AI/ML to improve AI knowledge performance (RAG/retrieval, grounding, evaluation signals) through structured knowledge strategies.
- Strong program leadership skills with executive-level stakeholder management and cross-department influence.
- Data fluency and business acumen: ability to define enterprise KPIs, connect outcomes to business results, and drive investment decisions.
- Excellent communication skills, including executive-ready reporting and decision facilitation.
Benefits
- Comprehensive health, life, and disability insurance
- Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
- 401k plans with up to 6% company match
- $2000 Paid-Paid Vacation bonus
- EAP through Headspace
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
knowledge architecturegovernance strategytaxonomymetadatacontent lifecycle managementAI knowledge performancemeasurement frameworkscontent operationsdata fluencyenterprise KPIs
Soft Skills
program leadershipstakeholder managementcross-department influencecommunication skillsdecision facilitationrisk managementaccountabilityinfluencecapacity planningcontinuous improvement