Operations Manager - Customer Support Knowledge Management

About The Role
This role owns
end-to-end Knowledge Production for a specific global program or persona
.
You are accountable for how knowledge is planned, produced, and maintained for your space - ensuring high-quality, scalable, and efficient delivery across regions.
You will act as the
single-threaded owner for production performance
, partnering closely with Global Content, regional teams, and cross-functional stakeholders to ensure execution is predictable, data-driven, and aligned with business priorities.
What You'll Do
Own Knowledge Production for Your Program/Persona
Own the end-to-end production lifecycle for your program/persona (intake → prioritization → creation → QA → publishing → BAU).
Ensure content delivery is high-quality, on time, and aligned with policy and user needs.
Act as the primary point of contact for all production-related topics within your space.
Drive Execution Excellence & Ways of Working
Implement glo...