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VitalSource
Knowledge Systems Manager
Remote · United States · Full time · Mid level
$91k–$96.5k / year
About the role
Manage knowledge systems for Customer Success Operations to improve case resolution and AI tooling. Establish governance, standards, and content structure for AI-assisted search and retrieval.
What you’ll do
• Own knowledge management roadmap and governance. • Achieve knowledge coverage across support cases. • Structure knowledge for AI-assisted search and retrieval. • Coordinate AI tooling design and delivery. • Measure and report knowledge performance.
What you’ll bring
• 5+ years in knowledge management or content strategy. • 3+ years supporting customer support operations. • Experience with Knowledge-Centered Service (KCS). • Familiarity with CRM and ticketing platforms. • Experience with AI-assisted content retrieval. • Work authorization for United States.
Life at VitalSource
Collaborative, inclusive, and mission-driven culture with competitive salary and strong benefits. Flexible work schedules and remote capabilities. Generous paid leave and tuition reimbursement.
About VitalSource
VitalSource is a leading education technology provider delivering affordable, accessible learning experiences worldwide through digital course materials and innovative technologies.