Program/Project Manager

Program/Project Manager

Location: Fremont,CA (Hybrid)

Contract: 12+ Month

Job Description:

• The KM Administrator is responsible for the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes.
• This includes managing shared inboxes, responding to internal and external requests within established service level commitments, and generating reports and insights for management review.
• Core responsibilities include email and request management, quality assurance, user administration, access controls, content translation, and ensuring compliance with established business processes and support standards.
• The role is accountable for documenting support processes, maintaining operational procedures, and ensuring that support teams consistently follow documented practices.
• The KM Administrator monitors process effectiveness, identifies opportunities for improvement, and drives enhancements that increase efficiency, quality, and user satisfaction.
• In addition, the KM Administrator builds, curates, and maintains knowledge base content to support self-service and agentic support experiences, ensuring information is accurate, current, searchable, and aligned with business needs.
• The role also develops and utilizes analytics and reporting capabilities to understand user behavior, measure value delivery, identify knowledge gaps, and assess support team performance.
• Through data-driven insights, the KM Administrator helps optimize support operations, improve knowledge adoption, and enhance the overall user experience.

Skills:

• The ideal candidate has demonstrated a strong attention to detail, effectiveness in working cross functionally, and an ability to define and resolve problems.
• They should be able to work independently to meet deadlines and communicate with team members and stakeholders effectively.
• MS Office - required
• Ability to develop / Specify reports in Power BI - required
• Use of AI tools (Co-Pilot) - required
• Content Management System - beneficial
• Product Lifecycle Management - beneficial

Education:

• Minimum of 2 years of related experience with a Bachelor's degree; or an advanced degree without experience; or equivalent work experience.

Pay Transparency: "The expected pay range for this position is $60.00-$62.00 per hour. Final compensation will be determined based on experience, skills, and qualifications. Non-exempt employees are eligible for overtime. Full-time employees are eligible to select from different benefits packages. Packages may include medical, 401(k) without employer match. Paid Sick leave is provided based on state or local laws."