People Knowledge Experience Manager

About the Role

As a key member of the team, the People Knowledge Experience Manager will focus on consolidating and standardizing fragmented documentation, establishing a centralized, AI-ready knowledge ecosystem, and designing systems, processes, and governance to translate consolidated knowledge into consistent, compliant, and high-quality employee support experiences. This role requires a strategic thinker who can also drive execution, working closely with Centers of Excellence (COEs) and subject matter experts (SMEs) across People and adjacent teams.

The ideal candidate will be comfortable using AI-assisted workflows to accelerate the creation of systems and processes, while also being willing to do the hands-on work required to make them real. This is not a pure thought leadership role, and success will require both setting direction and directly driving outcomes. In the first year, the primary focus will be on building the foundation for future system and governance design, and the successful candidate will need to be able to prioritize tasks, manage multiple stakeholders, and drive results in a fast-paced environment.

What You Will Do

• Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
• Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state integration between knowledge, case management, and AI support systems
• Design how knowledge, intake, and support workflows work together to improve self-service and reduce manual case volume
• Partner on service model evolution, including triage, escalation, and knowledge-driven support design
• Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve overall service delivery
• Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk
• Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes
• Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows
• Ensure readiness for new programs, policies, and regulatory changes through scalable enablement

What We Are Looking For

• Experience building or transforming knowledge management systems, service models, or shared services functions (0→1 or significant scale-up)
• Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus
• Proven experience in AI-native workflows, specifically using AI to write scripts, structure complex data, and automate manual operations
• Excellent analytical, problem-solving, and communication skills
• Ability to operate at both strategic and executional levels, with a strong focus on driving outcomes
• Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage multiple stakeholders
• Strong understanding of regulatory requirements and risk management in a regulated HR environment
• Experience with knowledge management tools and platforms, such as documentation management software and AI-enabled support systems

Nice to Have

• Experience working in a remote or distributed team environment
• Familiarity with agile methodologies and lean principles
• Experience with data analysis and visualization tools, such as Tableau or Power BI
• Certification in knowledge management or a related field, such as ITIL or HDI

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading company in the fintech industry
• Remote work options and flexible working hours
• Professional development opportunities, including training and education programs
• Access to cutting-edge technology and tools, including AI-enabled support systems
• Collaborative and dynamic work environment, with a strong focus on team culture and employee experience
• Comprehensive health insurance and wellness programs, including mental health support and employee assistance programs
• Generous PTO and vacation package, including paid holidays and sick leave

• Tip: Highlight your experience with AI-native workflows and knowledge management systems in your resume and cover letter, as these are key requirements for the role.
• When preparing for the interview, focus on your ability to drive strategic outcomes and operate at both strategic and executional levels.
• Be prepared to provide specific examples of your experience working in a fast-paced, dynamic environment, and how you prioritize tasks and manage multiple stakeholders.
• Showcasing your understanding of regulatory requirements and risk management in a regulated HR environment can be a major plus.
• Make sure to research the company culture and values, and be prepared to discuss how you align with them.
• Consider creating a portfolio or samples of your work to demonstrate your skills and experience in knowledge management and AI-enabled support systems.