Operations Knowledge Manager

Manage the end-to-end Knowledge Lifecycle (40%)  

• Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival.  

• Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas.  

• Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve.  

• Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards.   

• Track content freshness and lifecycle performance to drive proactive updates and prevent information decay.  

Advance Process Efficiency and Digital Scalability (35%)   

• Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows.  

• Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse.  

• Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization.  

• Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences.  

Enforce Quality, Governance, and Readiness (25%)  

• Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy.  

• Maintain dashboards and reporting to measure content health, adoption, and usage trends.  

• Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities.  

• Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements.  

• Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction.  

About You  

To qualify for this role, you must have:  

• 7+ years’ experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization 

• Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.) 

• Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis) 

• Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard. 

• Familiarity with APIs, integrations, and workflow automation 

• Strong influencing skills to drive change and adoption while constructively challenging the status quo 

• Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals 

• Excellent interpersonal skills, with strong verbal and written communication 

• Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results 

• Experience working in an agile environment and partnering across technical and non-technical teams 

• Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI) 

• The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business 

All roles at College Board require:  

• A passion for expanding educational and career opportunities and mission-driven work 

• Authorization to work in the United States for any employer 

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.  

• Clear and concise communication skills, written and verbal 

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input. 

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking. 

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success. 

About Our Process   

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days. 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.    

What We Offer 

At College Board, we offer more than just a paycheck—we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market. 

A Thoughtful Approach to Compensation 

• The hiring range for this role is $80,000-125,000. 

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board. 

• We aim to make our best offer upfront—rooted in fairness, transparency, and market data. 

• We adjust salaries by location to ensure fairness, no matter where you live. 

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more. 

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