Edtech.com's Summary

College Board is hiring an Operations Knowledge Manager to lead the end-to-end lifecycle management of operational knowledge within their Operations Division. The role involves creating and maintaining processes, governance, and accountability for operational content, partnering across functions to ensure timely updates, and driving digital transformation through integration of content, processes, and AI enablement to enhance employee and customer experiences.

Highlights

Own the lifecycle of operational knowledge from creation to archival, ensuring accuracy and timely updates.
Manage workflows, ownership, and SLAs across content areas to maintain accountability.
Collaborate with subject matter experts to align content with evolving products, policies, and processes.
Use data analysis and user feedback to improve taxonomy, metadata, and tagging standards.
Design and implement repeatable knowledge processes embedded in product and policy workflows.
Utilize automation and smart templates to optimize content workflows and reuse.
Contribute to AI-enabled self-service, intelligent search, and knowledge experiences.
Enforce governance standards and maintain content health monitoring dashboards.
Facilitate knowledge councils and partner with business and technology leaders on future readiness.
Require 7+ years' experience with knowledge base or SaaS platforms and proficiency with tools such as ServiceNow, SharePoint, Confluence, Salesforce Knowledge, Jira, and familiarity with AI/ML-powered solutions.
Salary range: $80,000 to $125,000, adjusted by location, experience, and background.

Operations Knowledge Manager Full Description

Operations Knowledge Manager

College Board - Operations

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).

Type: This is a full-time position

About the Team

College Board Operations Division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Knowledge, Learning & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports College Board digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.

About the Opportunity

The Operations Division is transforming how information moves across people, systems, and processes to make knowledge a core driver of efficiency and digital maturity. The Operations Knowledge Manager serves as the command center for operational knowledge, ensuring that information is accurate, current, and integrated into the tools and workflows that support day-to-day operations.

This role owns the end-to-end lifecycle of operational knowledge by building the processes, governance, and accountability that keep Operations aligned with product, policy, and system changes. Through cross-functional partnerships, the Knowledge Manager ensures that updates move smoothly from design to delivery so staff can act with confidence and consistency.

By connecting content, processes, and systems for reuse, self-service, and AI enablement, this role helps drive digital transformation across Operations, creating a smarter, more connected environment that improves both employee efficiency and customer experience.

In this role, you will:

Manage the end-to-end Knowledge Lifecycle (40%)

Own the end-to-end lifecycle of operational knowledge, from creation and review to approval, publication, and archival.
Define and manage clear ownership, workflows, and SLAs to ensure accountability across all content areas.
Partner with Knowledge Authors and subject matter experts to capture and update information as products, policies, and processes evolve.
Contribute operational insights (content usage patterns, user feedback, etc.) to inform enhancements to taxonomy, metadata, and tagging standards.
Track content freshness and lifecycle performance to drive proactive updates and prevent information decay.

Advance Process Efficiency and Digital Scalability (35%)

Design and implement repeatable processes that embed knowledge creation and updates into product and policy workflows.
Streamline content workflows through automation and smart templates that reduce manual effort and increase reuse.
Analyze content and usage data to identify gaps, redundancies, and opportunities for digital optimization.
Contribute to initiatives that support self-service, intelligent search, and AI-enabled knowledge experiences.

Enforce Quality, Governance, and Readiness (25%)

Enforce governance standards that ensure operational content is accurate, trusted, and aligned with organizational policy.
Maintain dashboards and reporting to measure content health, adoption, and usage trends.
Facilitate knowledge councils and stakeholder forums to align on customer journey, design, taxonomy, governance, and priorities.
Partner with business and technology leaders to anticipate future knowledge needs and readiness requirements.
Drive continuous improvement by identifying and implementing measurable enhancements in quality, accessibility, and user satisfaction.

About You

To qualify for this role, you must have:

7+ years' experience in knowledge base platforms, or SaaS platforms with demonstrated experience in technical product enablement and business process optimization
Hands-on administration experience with one or more knowledge platforms (e.g. ServiceNow Knowledge, SharePoint, Confluence, Salesforce Knowledge, Zendesk Knowledge, Elasticsearch/Coveo, etc.)
Proficiency in business analysis tools and techniques (data analysis, process modeling, user story creation, prioritization, root cause analysis)
Experience using collaboration and planning tools such as Jira, Confluence, or ProductBoard.
Familiarity with APIs, integrations, and workflow automation
Strong influencing skills to drive change and adoption while constructively challenging the status quo
Strategic thinker with strong business acumen, able to connect knowledge technology to organizational goals
Excellent interpersonal skills, with strong verbal and written communication
Highly detail-oriented, deadline-driven, and accountable for delivering high-quality results
Experience working in an agile environment and partnering across technical and non-technical teams
Familiarity with AI/ML-powered knowledge solutions (chatbots, semantic search, generative AI)
The ability to travel 3-4 times a year to College Board offices or on behalf of College Board business

All roles at College Board require:

A passion for expanding educational and career opportunities and mission-driven work
Authorization to work in the United States for any employer
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and a comfort learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success.

About Our Process

Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.
While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than just a paycheck—we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We're a self-sustaining nonprofit that believes in fair and competitive compensation, grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

The hiring range for this role is $80,000-125,000.
Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.
We aim to make our best offer upfront—rooted in fairness, transparency, and market data.
We adjust salaries by location to ensure fairness, no matter where you live.

You'll have open, transparent conversations about compensation, benefits, and what it's like to work at College Board throughout your hiring process. Check out our careers page for more.

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Original Job Description