Senior Manager, Operations - Knowledge Management

Senior Manager, Operations
- Knowledge Management

Bentonville, AR

1601 Se 10th St
Bentonville, AR

$90,000 - $180,000/yr

Regular/ Permanent

The Senior Manager, Knowledge Management leads the strategy, architecture, governance, and transformation of knowledge across Marketplace Seller Support and Risk Operations. This leader will build a globally scalable, AI-enabled knowledge ecosystem that delivers accurate, actionable information to associates and systems at the point of work.

The Senior Manager, Knowledge Management leads the strategy, architecture, governance, and transformation of knowledge across Marketplace Seller Support and Risk Operations. This leader will build a globally scalable, AI-enabled knowledge ecosystem that delivers accurate, actionable information to associates and systems at the point of work.
Responsible for knowledge content, technology, operational performance, and team leadership, the Senior Manager will establish executive partnerships, documentation accountability, and measurable standards for quality, speed, and adoption. The role will modernize how knowledge is created, maintained, retrieved, and applied, enabling more consistent decisions, stronger associate performance, and better seller experiences.

Knowledge Strategy & Governance

• Define and execute a global knowledge management strategy, operating model, and roadmap across Seller Support and Risk Operations.

• Establish governance frameworks, content ownership, decision rights, documentation standards, and service-level agreements with business stakeholders.

• Partner directly with Risk, Seller Support, Policy, Product, and Technology leaders to anticipate changes, resolve dependencies, and ensure knowledge readiness for business initiatives.

• Proactively identify conflicting policies, inconsistent guidance, and knowledge gaps, driving resolution with accountable business owners.

Knowledge Architecture & Content Operations

• Own the end-to-end lifecycle of knowledge articles and reference materials, including development, validation, publishing, maintenance, and retirement.

• Establish and optimize taxonomy, metadata, categorization, information architecture, and content relationships to improve discoverability, reuse, and accuracy.

• Lead knowledge inventory rationalization, content cleanup, SME validation, and migration to a modern knowledge management platform.

• Establish efficient intake, approval, and publishing workflows that support rapid business changes without compromising quality.

• Develop accessible, audience-centered knowledge experiences, including visual summaries and other formats that improve comprehension and awareness.

Knowledge Technology & AI Enablement

• Lead the selection, implementation, integration, and ongoing optimization of a modern, AI-native knowledge management system.

• Partner with Product and Engineering to embed trusted, permission-aware knowledge into associate workflows and AI-assisted support.

• Establish standards for knowledge retrieval, source reliability, version control, access permissions, and AI-generated answer quality.

• Identify opportunities to automate content maintenance, approval routing, publishing, and knowledge distribution.

• Ensure knowledge architecture supports both human associates and AI systems while maintaining appropriate governance and controls.

Global Scalability & Regionalization

• Establish a global knowledge operating model that balances consistent standards with country-specific policies, languages, regulatory requirements, and operational practices.

• Define governance for regional content variations, translation, localization, and role-based access across internal teams and BPO partners.

• Partner with regional leaders to ensure knowledge remains accurate, relevant, and accessible as Marketplace expands into new countries.

Knowledge Intelligence & Business Impact

• Establish KPIs and reporting for knowledge quality, search effectiveness, article helpfulness, change cycle time, adoption, and productivity.

• Use content analytics, associate feedback, search behavior, and operational data to identify knowledge gaps, recurring issues, and opportunities for improvement.

• Surface knowledge-related risks and insights to business leaders, including contradictory guidance, unclear procedures, and documentation gaps.

• Connect knowledge effectiveness to operational outcomes, including associate proficiency, case handling efficiency,…