Knowledge Systems Manager

About the Role

VitalSource ®, is hiring a Knowledge Systems Manager to contribute to our Customer Operations team. Behind every course VitalSource powers sits a large body of operational knowledge: how our products work, how our partners use them, and how our teams solve problems every day. Today that knowledge is extensive, largely accurate, and largely ungoverned. We are hiring a Knowledge Systems Manager to own the knowledge management practice for Customer Success Operations to change that. You will establish the governance and standards that make knowledge trustworthy, close the coverage gaps that slow case resolution today, and design the knowledge layer our AI tooling depends on, defining how content must be structured for AI-assisted search and retrieval to return accurate answers. VitalSource is a mission-driven company that delivers affordable, impactful learning to anyone, anywhere. Key Responsibilities: Own the knowledge management roadmap and operating model for Customer Success Operations, including governance structure, domain ownership, review cadence, and content quality standards. Achieve and sustain knowledge coverage across support case types, sequencing content development by demand signal and case volume against the seasonal support cycle. Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation (RAG), including the taxonomy, metadata, article standards, and controlled vocabulary required for accurate retrieval. Coordinate the design and delivery of AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval, recommending requirements and priorities and supporting rollout. Design and operate the quality framework for AI-surfaced knowledge, defining how answer accuracy and grounding in source content are evaluated; routing failures back into content remediation. Establish content lifecycle policy and the classification standards that govern which content enters AI retrieval and which may be

Requirements & Qualifications

• Strong problem solving foundations, knowledge of modern engineering practices, and interest in technology systems.

Perks & Benefits

• Official mentor support
• verified hiring timeline
• and career progression.