Leader, Knowledge & AI Support Automation Management

Knowledge Management Manager

We are seeking a visionary Leader, Knowledge & AI Support Automation Management to lead our KCS Center of Excellence (COE) across the entire Cisco TAC organization. Working with the Vice President of Splunk Support, in this role, you will be the primary architect of our global knowledge strategy, ensuring that knowledge serves as the foundational engine for our AI-driven support transformation. You will lead a high-performing team of KM leaders and specialists to develop a culture of knowledge sharing, optimize our content ecosystem for both human and machine consumption, and drive measurable improvements in customer and employee success.

The "Knowledge Management Manager" role acts as the link between high-level executive strategy (AI-driven support, organizational transformation) and the tactical execution performed by the KM Leader and the KCS Knowledge Lead. This role requires a focus on strategic alignment, multi-functional influence, and the orchestration of AI-enabled knowledge ecosystems.

• Strategic Leadership: Implement the long-term vision for the KCS COE, aligning knowledge management initiatives with corporate AI and digital transformation goals.

• Team Management: Provide mentorship, performance management, and strategic direction to a team of KM Leaders and KCS Knowledge Leads, ensuring clear goal setting and alignment with organizational objectives.

• AI & Technology Integration: Partner with Technology Group Owners, Technical Strategy Leaders, Engineering teams and various collaborators to integrate KCS practices with AI-driven support tools, ensuring knowledge assets are optimized for machine learning, search and findability, and automated resolution strategies.

• Cross-Functional Advocacy: Serve as the main liaison between Operations teams, Technology Group Owners, Product Leaders, and IT. Influence partners at all levels to prioritize knowledge health as a key business metric.

• Governance & Return on Investment: Establish enterprise-wide governance for knowledge quality and accessibility. Develop executive-level dashboards that articulate the return on investment of KCS, focusing on cost-to-serve, customer satisfaction (CSAT), and AI-deflection rates.

• Cultural Transformation: Drive the evolution of a "knowledge-first" culture. Lead change management efforts to ensure KCS is embedded in the DNA of the global TAC organization.

• Benchmarking & Innovation: Stay at the forefront of KCS and AI trends. Leverage industry benchmarking and internal data to iterate on processes, tools, and enablement strategies.

Minimum Qualifications

• Experience: 8+ years in Knowledge Management, Customer Support Operations, or Technical Program Management, with at least 3+ years in a leadership/management capacity.

• KCS Expertise: Deep, practical experience with KCS v6 methodology. Shown ability to scale KCS programs across large, global organizations.

• Leadership: Demonstrated success in leading cross-functional teams and running direct reports. Ability to influence without authority and drive consensus across diverse team member groups.

• Technical Competence: Strong understanding of AI-assisted support, Salesforce Service Cloud, and data visualization tools (e.g., Tableau, Splunk).

• Strategic Thinking: Ability to translate complex business problems into actionable knowledge-based solutions.

• Communication: Outstanding executive-level communication skills; ability to present sophisticated strategies to senior leadership and articulate the business value of knowledge.

• Certification: KCS v6 Practices Certification

Preferred Qualifications

• BA/BS in Business, Computer Science, or related field (MBA or Master's degree preferred) or equivalent experience.

• Experience in a SaaS or high-tech environment.

• Proven track record of managing large-scale organizational change projects.