Systems Manager

Vital Source® is hiring a Knowledge Systems Manager to contribute to our Customer Operations team.

Behind every course Vital Source powers sits a large body of operational knowledge: how our products work, how our partners use them, and how our teams solve problems every day.

We are hiring a Knowledge Systems Manager to own the knowledge management practice for Customer Success Operations to change that. You will establish the governance and standards that make knowledge trustworthy, close the coverage gaps that slow case resolution today, and design the knowledge layer our AI tooling depends on, defining how content must be structured for AI-assisted search and retrieval to return accurate answers.

• Own the knowledge management roadmap and operating model for Customer Success Operations, including governance structure, domain ownership, review cadence, and content quality standards.
• Achieve and sustain knowledge coverage across support case types, sequencing content development by demand signal and case volume against the seasonal support cycle.
• Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation (RAG), including the taxonomy, metadata, article standards, and controlled vocabulary required for accurate retrieval.
• Coordinate the design and delivery of AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval, recommending requirements and priorities and supporting rollout.
• Design and operate the quality framework for AI-surfaced knowledge, defining how answer accuracy and grounding in source content are evaluated; routing failures back into content remediation.
• Establish content lifecycle policy and the classification standards that govern which content enters AI retrieval and which may be surfaced externally.
• Apply Knowledge-Centered Service (KCS) practices and build sustainable authoring capacity across Support and Enablement.
• Measure and report knowledge performance, including coverage, retrieval quality, first contact closure, case deflection, and content health, and direct content investment against the results.
• Oversee contracted knowledge operations resources, setting priorities, quality expectations, and delivery milestones.

• 5+ years in knowledge management, content strategy, or documentation practice, including at least 3 years supporting a customer support or service operations function.
• Demonstrated ownership of a knowledge program end to end, including governance design, taxonomy development, and measurable adoption outcomes.
• Working command of Knowledge-Centered Service (KCS) or a comparable methodology, with practical experience embedding it into a live support organization.
• Experience working within CRM and ticketing platforms such as Salesforce, Jira, or Zendesk, using case and request data to identify knowledge demand.
• Demonstrated experience preparing or governing content for AI-assisted retrieval, and working fluency with the tooling that supports it, including connectors, knowledge sources, and the content best practices that make AI output reliable.
• Ability to establish governance and enforce standards across teams through influence, and to bring order to a large, unstructured content base.

• Professional certification in knowledge management, such as KCS v6 Practices or Principles, or Certified Knowledge Manager.
• Experience leading an AI-assisted knowledge or content initiative end to end, from proof of concept through production rollout.
• Experience building and maintaining dashboards and recurring reporting, such as Looker or comparable.
• Experience directing distributed or contractor-based contributors in a delivery-oriented environment.
• Bachelor's degree in…