RedisLabs Knowledge Program Manager 

United States 

1433642

The Knowledge Program Manager plays a key role in driving our knowledge-sharing efforts across the organization and out to our customers. This role requires an individual to strategize, manage content, and work well with a cross-functional team to launch a strong knowledge program.

Knowledge Program Development

• Strategize, gain alignment, develop, and launch a knowledge management program structured around the KCS framework.
• Develop and manage a strategy to keep knowledge base content relevant and accurate.
• Pursue advanced AI tooling to accelerate content creation and consistency.
• Standardize tone, style, and format for content to match brand guidelines.

Content Analytics and Continuous Improvement:

• Monitor content usage, effectiveness, and customer feedback to measure success and identify areas for improvement.
• Utilize data analytics tools to track metrics such as article views, case deflection rates, and user satisfaction.
• Implement a continuous content review and improvement process based on user insights and support feedback.

Internal Knowledge Sharing and Enablement:

• Collaborate with product marketing, product management, customer support, customer success, and other groups to create content and knowledge solutions.
• Create and maintain information architecture to ensure customer success.
• Create and maintain internal knowledge resources to support team onboarding, ongoing training, and knowledge sharing.
• Train support teams on effective use of the knowledge base and new content updates.
• Foster a culture of knowledge sharing by encouraging team members to contribute to the knowledge base.

Content Governance and Maintenance:

• Implement governance processes to maintain content accuracy, relevance, and quality.
• Conduct periodic content audits to remove outdated information and update existing articles based on product changes.

User Experience (UX) Optimization:

• Ensure the knowledge base is structured intuitively and designed with the end-user in mind, making it easy to navigate and search.
• Utilize feedback from users to improve search functionality, structure, and overall usability of the knowledge base.

What will you need to have?

• Proven Experience in Knowledge Management or a Similar Role – Demonstrated experience in knowledge management, content strategy, or information management, with a track record of successful program development and implementation.
• Strong Content Creation and Editorial Skills – Exceptional writing, editing, and content structuring skills, with an ability to maintain a consistent tone and style aligned with company standards.
• Expertise in Knowledge Management Systems and Tools – Proficiency with knowledge management platforms (e.g., Zendesk, Confluence, SharePoint) and familiarity with KCS (Knowledge-Centered Service) methodology or similar frameworks.
• Data-Driven Decision-Making – Ability to analyze customer usage data and feedback to identify knowledge gaps, improve content quality, and measure the effectiveness of knowledge management initiatives.
• Cross-functional collaboration skills – Strong interpersonal skills to work effectively with various departments, ensuring knowledge-sharing practices are well-integrated and aligned with organizational goals.

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

• Competitive salaries and equity grants
• Unlimited time off to promote a healthy work-life balance
• H/D/V coverage along with 401K, FSA, and commuter benefits
• Frequent team celebrations and recreation events
• Home internet & phone stipend
• Learning and development opportunities
• Ability to influence a high-performance company on its way to IPO