Lead and Evolve the Operations Knowledge Platform Ecosystem (40%)
Serve as the connection point between Operations, Technology, and Content teams to ensure operational knowledge systems are aligned to customer journeys.
Lead collaborative discovery and design sessions to identify user needs, define system requirements, including taxonomy, metadata, permissions, and integration needs.
Analyze and document current workflows to identify opportunities for automation, optimization, and scalability.
Translate business and user needs into technical requirements, process maps, and implementation plans.
Oversee testing (UAT), deployment, and post-launch support for new Ops Knowledge system features, ensuring smooth adoption and stability.
Enable Digital Integration and Operational Alignment (35%)
Partner with Technology and Operations teams to connect knowledge system(s) with operational platforms.
Lead platform communication and change management for new releases, enhancements, and system updates.
Build and sustain feedback loops with users and stakeholders to inform iterative improvements and prioritize enhancements.
Collaborate with the Knowledge Manager and Knowledge Authors to ensure content structure, taxonomy, and governance align with system capabilities.
Align operational taxonomy with enterprise taxonomy to ensure clean integration with ProductBoard, Backstage, GitHub and the corporate Confluence instance, as well as with CMS solutions.
Drive Governance, Analytics, and Continuous Improvement (25%)
Manage the knowledge systems backlog, including enhancement intake, prioritization, and sprint planning.
Monitor and report on key performance indicators such as uptime, adoption, and search effectiveness to drive ongoing optimization.
Lead governance forums to align stakeholders on standards, improvements, and long-term system direction.
Ensure system configuration, taxonomy, and metadata remain consistent across any connected platforms.
Champion continuous improvement through data-driven decisions, system enhancements, and user-centered innovation.

Requirements

7+ years of experience with knowledge base platforms or SaaS platforms, with demonstrated expertise in technical product enablement and business process optimization.
Hands-on administration experience with one or more enterprise knowledge platforms (e.g., ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/ Coveo).
Strong proficiency in business analysis practices, including data analysis, process modeling, user story development, prioritization, and root cause analysis.
Experience using product and delivery tools such as Jira, Confluence, and/or ProductBoard to manage backlogs, requirements, and delivery workflows.
Working knowledge of APIs, system integrations, and workflow automation to support scalable knowledge solutions.
Demonstrated ability to design and implement knowledge technology solutions that align with and support broader organizational objectives.
Experience operating in an agile delivery environment and partnering with both technical and non-technical stakeholders.
Familiarity with AI- and ML-powered knowledge solutions, including chatbots, semantic search, and generative AI–enabled knowledge experiences.
The ability to travel 4-5 times a year to College Board offices or on behalf of College Board business.

Benefits

Annual bonuses and opportunities for merit-based raises and promotions
A mission-driven workplace where your impact matters
A team that invests in your development and success

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

knowledge base platformsSaaS platformsbusiness process optimizationdata analysisprocess modelinguser story developmentroot cause analysisAPIsworkflow automationknowledge technology solutions

Soft skills

collaborationcommunicationchange managementstakeholder engagementcontinuous improvementdata-driven decision makinguser-centered innovationleadershipproblem-solvingprioritization