What are the responsibilities and job description for the Knowledge Program Manager position at IDR, Inc.?
IDR is seeking a Player Support Knowledge Program Manager to join one of our top clients for an opportunity in Mercer Island, WA. In this role, you’ll lead and enhance knowledge management practices that improve player self-service and increase support agent efficiency. You’ll partner with global stakeholders to optimize knowledge processes, content quality, and the effective use of AI-enabled knowledge tools.
Position Overview for the Player Support Knowledge Program Manager:
- Lead programs and projects that improve knowledge management practices and the end-to-end knowledge journey for players and support agents
- Drive strategies to expand the reach and effectiveness of player-facing support knowledge, including enabling successful self-service
- Partner across teams to recommend and optimize knowledge tools and processes (including knowledge management platforms and AI-assisted capabilities)
- Create, review, and refine knowledge content for global audiences (knowledge articles, macros, communications, and related materials)
- Monitor program adoption, quality standards, effectiveness metrics, and user feedback to guide continuous improvement
Requirements for the Player Support Knowledge Program Manager:
- 2–4 years of experience in a knowledge management role
- Experience leveraging AI/LLM tools within a knowledge management context
- Proven ability to build and manage strategic programs that improve operational effectiveness
- Strong written communication skills and experience writing to a style guide/defined voice
- Experience planning and executing cross-functional initiatives from discovery through delivery and iteration
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25 Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.