What are the responsibilities and job description for the Knowledge Program Manager, Player Support position at WorkGenius Group?
Title: Knowledge Program Manager, Player Support
Industry: Gaming
Location: Seattle, WA
Duration: 12 months
Responsibilities
ref_id: 705700c3-e747-424b-980f-a79276bcebf1
Industry: Gaming
Location: Seattle, WA
Duration: 12 months
Responsibilities
- Plan and execute projects and programs to continuously improve knowledge management practices that support authors, agents, players, and the broader player support knowledge journey
- Develop and implement a strategic approach to assess and expand the reach and effectiveness of player-facing support knowledge, with a strong focus on AI performance and self-service success
- Provide recommendations on the effective use of knowledge tools, including knowledge management systems, assistive AI, and optimized knowledge processes
- Plan, create, review, and maintain content for global player and support agent audiences, including knowledge articles, agent macros, communications, and related materials
- Monitor and analyze performance, adoption, and sentiment across knowledge management programs, standards, tools, and resources
- 2–4 years of experience in a knowledge management role
- Hands-on experience leveraging AI/LLM tools within a knowledge management system
- Proven ability to design and manage strategic knowledge programs that drive operational efficiency and effectiveness
- Strong written communication skills, with experience writing to a defined style guide or brand voice
- Experience managing knowledge within a support or service delivery organization (e.g., ITSM, HR, or Customer Support)
- Knowledge Management
- AI Performance
- Self-Service
- Knowledge Tools
- Content Creation
- Process Optimization
- Strategic Planning
- Performance Monitoring
- User Journeys
- KCS Methodology
ref_id: 705700c3-e747-424b-980f-a79276bcebf1
Salary : $54