Lead, Knowledge & AI Support Automation Management

Cisco

Leader at Cisco overseeing Knowledge Management and AI-driven support transformation. Building high-performing teams to enhance knowledge sharing and operational excellence while driving customer and employee success.

Posted 6/5/2026full-timeRichardson • North Carolina, Texas • 🇺🇸 United StatesSenior💰 $147,100 - $190,700 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

lead the KCS Center of Excellence (COE) across the Cisco TAC organization
be the primary architect of the global knowledge strategy
mentor, manage, and provide strategic direction to a team of KM Leaders and KCS Knowledge Leads
partner with Technology Group Owners, Technical Strategy Leaders, Engineering teams to integrate KCS practices with AI-driven support tools
serve as the main liaison between Operations teams, Technology Group Owners, Product Leaders, and IT
establish enterprise-wide governance for knowledge quality and accessibility
drive the evolution of a 'knowledge-first' culture
leverage industry benchmarking and internal data to iterate on processes, tools, and enablement strategies

Requirements

What you’ll need

8+ years in Knowledge Management, Customer Support Operations, or Technical Program Management
at least 3+ years in a leadership/management capacity
deep, practical experience with KCS v6 methodology
shown ability to scale KCS programs across large, global organizations
demonstrated success in leading cross-functional teams and running direct reports
strong understanding of AI-assisted support, Salesforce Service Cloud, and data visualization tools
ability to translate complex business problems into actionable knowledge-based solutions
outstanding executive-level communication skills
KCS v6 Practices Certification

Benefits

Comp & perks

medical, dental and vision insurance
401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
flexible vacation time off program
80 hours of sick time off provided on hire date and each January 1st thereafter
optional 10 paid days per full calendar year to volunteer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KCS v6 methodologyknowledge managementcustomer support operationstechnical program managementdata visualization

Soft Skills

leadershipmentoringstrategic directioncommunicationcross-functional team leadership

Certifications

KCS v6 Practices Certification