Manager, Knowledge & AI Service - Eugene, Oregon

Job Overview

PenFed is hiring a (Hybrid) Manager, Knowledge & AI Service at our Tysons, Virginia; Omaha, Nebraska; Eugene, Oregon or San Antonio, Texas location.

Responsibilities

• Lead the roadmap, governance, and continuous improvement of AI-enabled knowledge and digital service tools, including chatbot services and agent-assist capabilities, to improve service effectiveness, containment, and user experience.
• Use Knowledge Management and Knowledge-Centered Service (KCS) concepts to define and evolve PenFed’s knowledge strategy, standards, governance, and content lifecycle for internal, external, and AI-assisted service experiences.
• Design, execute, and manage scalable KM and AI-support solutions, including content optimization, reporting, process automation, and feedback loops that identify knowledge gaps, improve answer quality, and support ongoing platform enhancement.
• Manage and develop team members, ensuring continued delivery of content to multiple PenFed platforms and channels for internal and external users.
• Cook up with business unit stakeholders, project teams, training, compliance, risk, and technology partners to define content requirements, support AI tool rollout and readiness, and provide recommendations for new product launches, system enhancements, and service experience changes.
• Maintain knowledge of current digital service, knowledge management, and AI industry trends, standards, and governance practices, translating them into practical recommendations for PenFed operations.
• Manage division policy and procedure revision process.
• Perform regular team member onboarding, coaching, scheduling, evaluation, corrective action, and career development.
• Work with internal and external clients to address technical, operational, and programmatic issues affecting knowledge, digital service, and AI platforms, including testing, content readiness, prompt and response quality, and platform performance.
• Mentor and coach employees while documenting and providing actionable feedback on individual performance.
• Aid in maintaining PenFed’s compliance with all applicable federal, state, and local laws, regulations, and ordinances by abiding by PenFed compliance program and all policies, procedures, rules, and regulations.

Qualifications

• Equivalent combination of education and experience is considered.
• Bachelor's Degree in a related field preferred.
• Minimum of two (2) to three (3) years of experience in a supervisory role required.
• Minimum of six (6) to seven (7) years of content management system experience required.
• Minimum of one (1) year of experience with AI-enabled platforms, agent-assist tools, or conversational AI solutions preferred.
• Practical experience with Knowledge Management concepts is required.
• Expertise in Natural Language Processing, conversational AI, prompt design, search optimization, or related AI knowledge retrieval concepts preferred.
• Exceptional written communication skills.
• Strong oral communication skills.
• Experience in a Salesforce environment is preferred.
• Strong analytical, interpersonal, and decision-making skills.
• Technical proficiency in standard business computer operations.
• Knowledge of financial institution structure, products, policies, and procedures preferred.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

No additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Travel

Ability to travel to various worksites may be required.

Pay Transparency

The anticipated starting salary range for this role is $69,000.00 - $140,362.00.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Purpose

Helping members achieve their dreams since 1935.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.