Manager II, Knowledge Governance

BambooHR

5d • Hybrid

About The Position

The Manager II, Knowledge Governance owns the enterprise knowledge architecture and governance strategy that ensures BambooHR’s knowledge is accurate, structured, and optimized for both human understanding and AI performance across the company. This leader defines the long-term vision for AI-ready knowledge systems, establishes governance direction and standards across multiple departments, and drives multi-team programs that improve content quality, findability, and digital resolution at scale. The role guides large-scale initiatives such as enterprise taxonomy and metadata design, platform migrations, content restructuring, and AI knowledge optimization, with formal decision-making authority over governance direction and systems strategy. By partnering with Product, Engineering and AI/ML, Digital Experience, Support Operations, CX Learning & Development, Legal/Compliance, and other business leaders, this role improves retrieval accuracy, reduces duplication, accelerates product readiness, and strengthens the trustworthiness and usability of knowledge across channels.

Requirements

• 7+ years of experience in enterprise knowledge management, content governance, information architecture, content operations, or a related field (or equivalent practical experience). Bachelor’s degree or equivalent practical experience required.
• 3+ years of people leadership experience, including leading managers/leads and/or scaling functions through multi-team programs.
• Demonstrated experience owning enterprise governance strategy and implementing standards across multiple departments with measurable adoption.
• Experience partnering with Engineering and AI/ML to improve AI knowledge performance (RAG/retrieval, grounding, evaluation signals) through structured knowledge strategies.
• Strong program leadership skills with executive-level stakeholder management and cross-department influence.
• Data fluency and business acumen: ability to define enterprise KPIs, connect outcomes to business results, and drive investment decisions.
• Excellent communication skills, including executive-ready reporting and decision facilitation.

Nice To Haves

• Experience designing enterprise information architecture and taxonomy at scale across multiple product lines or business units.
• Experience with knowledge platform selection, governance tooling, or enterprise content ecosystems (Help Center, in-product guidance, intranets, AI knowledge layers).
• Experience establishing content compliance controls in regulated environments.
• Experience building evaluation frameworks for AI knowledge quality and retrieval performance.

Responsibilities

• Enterprise Knowledge Architecture and Governance Strategy
• Own the enterprise-wide knowledge architecture and governance strategy spanning customer-facing and internal knowledge across multiple departments.
• Define long-term vision and roadmap for knowledge systems that support AI consumption, retrieval performance, and scalable content operations.
• Establish enterprise standards for taxonomy, metadata, tagging, version control, content lifecycle management, and governance operating models.
• Hold decision-making authority over governance direction, tooling/system strategy, and cross-department standards adoption.
• AI Knowledge Systems Vision and Optimization
• Partner with Engineering and AI/ML to define and scale AI knowledge requirements (structure, chunking/format guidance, metadata strategies, evaluation signals) that improve grounding and retrieval.
• Drive enterprise improvements in AI knowledge performance, including reduction of hallucinations tied to knowledge issues and measurable gains in retrieval accuracy.
• Establish measurement frameworks for AI knowledge performance and ensure continuous improvement through experimentation and governance controls.
• Multi-Department Programs and Strategic Influence
• Own and deliver cross-team programs (e.g., content restructuring, platform updates, knowledge initiatives) that drive operational efficiency and improve customer experience.
• Translate company priorities and division OKRs into cross-functional knowledge programs with measurable outcomes and clear accountability models.
• Proactively manage risk, dependencies, and tradeoffs across departments; ensure sustained adoption of standards and processes.
• Content Quality, Risk Management, and Compliance at Scale
• Establish enterprise quality standards that ensure accuracy, completeness, consistency, and compliance across all governed knowledge channels.
• Partner with Legal/Compliance and brand leaders to set scalable review models and controls that reduce risk across customer-facing guidance.
• Lead enterprise remediation efforts when knowledge gaps, inaccuracies, or fragmentation create customer, operational, or AI performance risk.
• Function Leadership and Operating Model Ownership
• Lead and evolve the Knowledge Governance function, including org design, hiring plan, and capability development as the enterprise scope expands.
• Set operating rhythms, capacity planning models, intake/governance processes, and accountability mechanisms that enable scale.
• Develop leaders and senior ICs who extend governance through influence and distributed ownership models.
• Stakeholder Leadership, Reporting, and Business Impact
• Serve as the enterprise knowledge governance leader and executive advisor, influencing investment, tooling decisions, and governance adoption through data and storytelling.
• Establish executive-ready reporting that connects knowledge governance outcomes to business results (digital resolution, support efficiency, product readiness, AI performance, and risk reduction).
• Drive stakeholder satisfaction across multiple departments through clear standards, reliable delivery, and measurable improvements.
• Work onsite on designated collaboration days (and as required) to support strategic cross-functional work, governance decisions, and enterprise programs.
• Model professionalism, accountability, and BambooHR values in all interactions.

Benefits

• A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace
• Check out all our benefits that benefit you

What This Job Offers

• Job Type: Full-time
• Career Level: Manager