Senior Knowledge Program Manager

About the Role

As a Senior Knowledge Program Manager within our Performance, Education & Knowledge (PEAK) team, you will drive the enterprise-wide strategy and execution of Everpure’s Knowledge-Centered Success (KCS) program. You will serve as a strategic catalyst across technical support, engineering, and customer experience organizations to transform how employees, customers, and partners create, discover, and share technical knowledge. By leading cross-functional teams, coaching knowledge domain experts, and modernizing our self-service ecosystem, you will directly improve customer resolution efficiency and elevate our global customer experience.

Responsibilities

• Drive Enterprise KCS Strategy & Evolution: Design, scale, and continuously evolve the Knowledge-Centered Success (KCS) program framework across global support and customer-facing teams to improve content quality, article reuse, and self-service resolution.
• Lead Cross-Functional Program Execution: Manage multi-project roadmaps from intake through launch and operational transition, coordinating with cross-functional stakeholders to ensure initiatives meet critical business milestones and strategic objectives.
• Establish Governance & Data-Driven Insights: Build program dashboards, governance structures, and executive reporting to monitor knowledge quality, search effectiveness, and KCS adoption metrics across the enterprise.
• Champion Change Management & Enablement: Facilitate organizational change management by delivering KCS training programs, coaching Knowledge Domain Experts, and fostering a collaborative knowledge-sharing culture.

Requirements

• 8+ years working in a technical support and/or customer support organization.
• 8+ years working in a knowledge management position and team.
• KCS v6 Practices Certified; KCS Trainer or KCS Coach certification preferred.
• PMP certification preferred.
• Deep expertise designing, implementing, scaling, and sustaining an enterprise KCS program, backed by KCS v6 certification and a proven track record of driving organizational change.
• Masterful stakeholder management, negotiation, and executive presentation skills with a demonstrated ability to align diverse technical and business teams around shared outcomes.

Location

We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, Raleigh or Lehi office in compliance with Everpure’s policies, unless you are on PTO, work travel, or other approved leave.

Pay

The Annual Base Salary Range is $107,000—$230,000 USD. This role may be eligible for incentive pay and/or equity. Salary ranges are determined based on role, level, and location.

Benefits

• Flexible time off.
• Wellness resources.
• Company-sponsored team events.
• Innovation-focused culture with opportunities for growth and development.
• Employee Resource Groups and inclusive leadership initiatives.

For more information, visit purebenefits.com.