Technical Program Manager, Knowledge Management

SailPoint is seeking a Technical Program Manager to oversee and enhance our Knowledge Management and Community Services functions, focusing on capturing, organizing, and disseminating the knowledge in our knowledge bases, blogs, and forums effectively while ensuring the success and satisfaction of the Community. The ideal candidate will have a strong background in knowledge management, eagerness to learn, and exceptional program management skills, with a focus on developing and maintaining our knowledge across all our platforms. The Knowledge Management Program Manager will also learn and master our Identity Security Cloud products and use these skills to enhance the community user experience. This role will require a blend of technical expertise, strategic thinking and problem solving to ensure our knowledge management is efficient, scalable, and value-driven. 

Responsibilities:  

• Build relationships and partner with cross-organizational stakeholders, including Technical Experts, Product Managers, Engineering, Customer Support, and others. 

• Manage the full lifecycle of knowledge initiatives—from planning through execution—to continuously improve the quality and accessibility of content. 

• Utilize our platform, tools, and processes to make our knowledge more useful, trusted, and findable.

• Track and report on program KPIs, identify trends, and recommend optimizations based on data insights.

• Proactively monitor and optimize our knowledge content and processes, addressing any concerns with leadership as they arise.  

• Architect, document, and enforce policies, workflows, and best practices for content creation and maintenance.

• Identify knowledge opportunities that align and enhance our content delivery. 

• Coach contributors, enforce style and publishing guidelines, and schedule regular content reviews to keep materials accurate and relevant.

• Triage and address content-related support requests, ensuring timely resolution.

Requirements: 

• 3+ years of experience in knowledge management, information architecture or related field. 

• Exceptional project management skills. 

• Good understanding of knowledge management.

• Strong organizational and multitasking skills. 

• Ability to work effectively in a team environment. 

• Excellent communication and interpersonal skills. 

Preferred: 

• Bachelor's degree in computer science or related field.

• Experience with managing knowledge programs.

• knowledge-centered service (KCS) certification.

• Experience with Identity Management.

• Familiarity with cloud computing technologies. 

• Experience with SailPoint Identity Security Cloud or SailPoint IdentityNow.