Manager Knowledge Management

Knowledge Management Manager (Up to ₱110K | Hybrid | FREE AI Certification)

Cebu City | Hybrid (3 days onsite at IT Park, 2 days WFH) | 8:00 PM–5:00 AM PH Time | Monday–Friday

You've spent years building knowledge systems that actually work — and you know the difference between a knowledge base that lives in a wiki no one visits and one that genuinely changes how a service team operates. This role is for the person who sees knowledge management as strategic infrastructure, not just documentation upkeep.

As Knowledge Management Manager, you will architect and govern the end-to-end knowledge ecosystem for a fast-scaling Operations Excellence organization. You will partner across Payroll Operations, Product, AI, Training, and Client Experience to close the gap between what the organization knows and what frontline teams can actually find and use. Your work will directly shape error reduction rates, onboarding speed, and the AI-enabled service experiences at the center of the company's roadmap.

You’re Likely a Strong Fit If You Have

• 5+ years of experience in knowledge management, service operations, technical documentation, or operational enablement
• Demonstrated success building and governing knowledge base platforms in a service or operations environment
• Strong process documentation skills across SOPs, playbooks, decision trees, and quick-reference guides
• Deep understanding of customer support workflows, multi-site operations, and service agent performance dynamics
• Proven ability to lead cross-functional projects and drive adoption across distributed, multi-tier organizations
• Exceptional written communication — you can translate complex operational and compliance content into clear, actionable materials for frontline audiences
• A bachelor's degree in Business, Communications, Information Management, or a related field (or equivalent experience)

Strong Signals

• Hands-on experience with Salesforce Knowledge, Confluence, Guru, Zendesk, ServiceNow, Right Answers, or comparable platforms
• Background in SaaS, HCM, payroll, or compliance-driven service organizations
• Familiarity with AI-assisted service tools, chatbot knowledge structures, or retrieval-augmented generation (RAG) concepts
• Experience using Power BI, Tableau, or similar analytics tools to measure content effectiveness and report on KPIs
• Knowledge of process improvement methodologies — Lean, Six Sigma, or Continuous Improvement
• Experience managing or coordinating documentation for offshore or blended team environments

Responsibility Pillars

Knowledge Strategy & Governance

You own the governance framework that keeps the knowledge ecosystem accurate, trusted, and scalable.

• Lead and execute the end-to-end knowledge management strategy for Operations, aligned with company-wide KM principles
• Establish and enforce governance standards covering content creation, review cycles, version control, and ownership attribution
• Define and maintain taxonomy, tagging architecture, and information hierarchies that make knowledge searchable across all product lines and roles

Knowledge Base Development & Optimization

You build and continuously improve the centralized knowledge base that frontline and offshore teams depend on every day.

• Develop and maintain SOPs, troubleshooting guides, product documentation, compliance references, payroll processing workflows, and operational playbooks
• Translate complex operational and regulatory content into clear job aids, decision trees, and quick-reference materials
• Prioritize content improvements using analytics, case trend data, and direct feedback from service teams and leaders

Operational & AI Enablement

You connect knowledge infrastructure to both human performance and AI-powered service delivery.

• Partner with Operations leadership to surface knowledge gaps driving service errors, rework, or client escalations
• Structure and curate knowledge assets to power AI-enabled service tools, virtual assistants, and workflow automation initiatives
• Partner with the Automation & AI team to optimize content for natural language search, machine learning consumption, and self-service deflection
• Establish data quality standards for knowledge content used in AI training and retrieval-augmented generation (RAG) pipelines
• Collaborate with Training to embed knowledge assets into new hire onboarding, ongoing development, and performance coaching

Change Management & Release Readiness

You ensure that every product update, platform migration, and compliance change reaches service teams with complete, reviewed documentation — before it goes live.

• Coordinate knowledge release readiness to ensure documentation is deployed before product updates or system changes reach operations or clients
• Serve as the knowledge workstream lead for new product launches, platform migrations, and compliance updates
• Drive adoption of updated knowledge through targeted communications, manager enablement, and change reinforcement tools

Analytics & Continuous Improvement

You measure what the knowledge ecosystem delivers and use data to make it better.

• Monitor knowledge effectiveness through article usage, search success rates, case deflection, handle time, and error rate trends
• Build dashboards and reporting that demonstrate the operational and financial impact of KM initiatives to leadership
• Use Salesforce case data, quality audits, and scorecard trends to proactively identify documentation gaps and trigger content reviews
• Establish feedback loops to continuously refine content quality and coverage

ABOUT THE CLIENT

A leading U.S.-based Software-as-a-Service (SaaS) provider specializing in integrated Human Capital Management (HCM) solutions for small and mid-sized businesses (SMBs). Operating with a mission to simplify workplace complexities, the firm delivers a unified cloud platform to automate payroll, tax compliance, HR management, and benefits administration.

Their approach centers on empowering entrepreneurs to reallocate administrative time toward strategic growth. By combining robust technology with a specialized support model, they provide SMBs with the professional infrastructure of a large enterprise, ensuring regulatory adherence and workforce optimization across the entire employee lifecycle.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor
• Industry-best HMO for 1 dependent + extended dependents (₱200,000 coverage, private room, ₱10,000 meds reimbursement)
• Option to enroll up to 4 additional dependents via salary deduction
• ₱1M life insurance coverage
• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
• Salary loan access (post-regularization)
• Employee discounts, raffles, and Day-1 welcome gift
• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs
• ₱10,000 referral bonus
• Monthly gratitude events, team dinners, and leadership talks

Your Family’s Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)
• Free telemedicine consultations
• Virtual family events and prize opportunities

Our Hiring Process

What Happens After You Click “Apply”

When you click “Apply,” you’ll be taken to Multiplai Interview Room.

Our AI-powered, self-guided interview experience designed to be fair, flexible, and stress-free. You can start immediately or complete it later at a time that works for you.

What you’ll need:

• Stable internet connection
• Desktop or laptop
• Headset

You’ll answer interview questions at your own pace—no live interviewers, no surprise questions, and no pressure. Once completed, the platform generates an AI-assisted summary of your responses, and one of our recruiters will follow up with the next steps.

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