Program​/Project Manager

Program/Project Manager

Location:

Fremont, CA

Employment Type:

Contract

Industry: Semiconductor

Compensation: $62.14/ hour

We are seeking a Knowledge Management (KM) Administrator to support the day-to-day operations, governance, reporting, and continuous improvement of enterprise knowledge management services. In this role, you'll manage knowledge systems, support users, maintain content quality, oversee access controls, and develop analytics that enhance the effectiveness of customer support and self-service experiences.

• Play a critical role in supporting global knowledge management initiatives.
• Work closely with cross-functional teams across customer support, operations, and business functions.
• Leverage modern tools including Power BI, Microsoft Copilot, and knowledge management platforms.
• Drive process improvements that directly impact user experience and operational efficiency.
• Join a collaborative organization focused on innovation, customer success, and continuous improvement.

This position offers the opportunity to shape how knowledge is managed, shared, and utilized across the organization. You'll help build scalable self-service solutions, develop meaningful analytics, improve support operations, and contribute to AI-enabled knowledge management strategies that enhance productivity and customer satisfaction.

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

• Manage shared support inboxes and service requests.
• Respond to internal and external inquiries within established service level agreements (SLAs).
• Administer users, permissions, roles, and access controls for knowledge management systems.
• Perform quality assurance reviews to ensure content accuracy, completeness, and compliance.
• Coordinate and support content translation activities.
• Document operational procedures and maintain support process documentation.
• Ensure adherence to established business processes and identify process improvement opportunities.
• Build, curate, organize, and maintain knowledge base content that supports self-service and agentic support capabilities.
• Develop dashboards, reports, and analytics that measure user engagement, content effectiveness, knowledge adoption, and operational performance.
• Utilize Power BI and other reporting tools to provide actionable business insights.
• Support continuous improvement initiatives focused on efficiency, quality, and user experience.
• Leverage AI-enabled tools such as Microsoft Copilot to improve workflows, knowledge management processes, and support effectiveness.

• Bachelor's degree with 2+ years of related experience; or advanced degree with applicable experience; or equivalent combination of education and work experience.
• 2+ years of experience in knowledge management, program administration, project coordination, content management, customer support operations, or related business functions.
• 2+ years of experience managing requests, documentation, workflows, or business processes.
• Experience using Microsoft Office applications including Excel, Word, PowerPoint, Outlook, and Teams.
• Experience developing reports, dashboards, or analytics using Power BI.
• Experience utilizing Microsoft Copilot or comparable AI-enabled productivity tools.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively collaborating with cross-functional teams.

• Experience supporting knowledge management systems and knowledge-centered service environments.
• Experience developing knowledge bases, support content, or self-service solutions.
• Knowledge of content management systems (CMS).
• Familiarity with Product Lifecycle Management (PLM) systems and processes.
• Strong analytical and problem-solving capabilities.
• Experience identifying process inefficiencies and implementing improvements.
• Ability to translate business requirements into operational solutions.
• Experience creating executive-level reports and performance dashboards.
• Strong customer-service…