VitalSource®, is hiring a Knowledge Systems Manager to contribute to our Customer Operations team.
Behind every course VitalSource 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. Today that knowledge is extensive, largely accurate, and largely ungoverned.
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.
VitalSource is a mission-driven company that delivers affordable, impactful learning to anyone, anywhere.
Key Responsibilities:
- 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.
Required Qualifications:
- 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.
Preferred Skills:
- 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 Library and Information Science, Communications, Education, Business, or a related field.
Salary Range: 91,000-96,500
What We Offer:
- Culture: Collaborative, Inclusive, and Mission-driven
- More in your pocket: Competitive base salary and a strong variable component
- We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
- Retirement: 401K match up to 5%
- We support our families: 12 weeks of paid parental leave
- Continued education: Use our tuition reimbursement program
- The Importance of Balance: start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
- Flexibility: flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home
- Casual Dress: be as comfortable at work as you are in your own living room
- Wellness: lots of opportunities for fitness challenges and rewards
Who We Are:
VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
- EEO/AA Employer/Vet/Disabled
- We participate in EVerify.
- EEO Poster in English
- EEO Poster in Spanish
