Producer Knowledge Base Manager

Role Overview

The Producer Knowledge Base Manager is responsible for the governance, accuracy, and optimization of CAA’s Producer Knowledge Base (KB). Acting as the content administrator, this role ensures that all KB content is accurate, categorized, and mapped to internal and external use cases. The Manager will lead initiatives to enhance self-service capabilities for producers, support agent-assist tools, and implement AI-driven solutions for improved information access. This position also oversees quality control to ensure adherence to approved KB content standards.

Key Responsibilities

Knowledge Base Content Administration

• Oversee content governance: add, update, and retire KB articles to maintain accuracy and relevance.
• Develop and enforce categorization and tagging standards for optimal searchability and usability.
• Map KB content to internal and external use cases (e.g., agent assist, producer self-service).
• Business lead for the Producer Knowledge Base, working with product owner to manage its lifecycle and roadmap.
• Technology Enablement & AI Integration
• Partner with IT and vendor teams to implement AI-driven solutions for KB search and response accuracy.
• Optimize KB for integration with CRM, chatbots, and agent-assist tools.
• Identify and deploy emerging technologies to improve producer and internal team access to accurate information.
• Quality Control & Compliance
• Conduct regular audits of KB content and usage to ensure adherence to approved standards.
• Monitor response accuracy in agent-assist and self-service channels; implement corrective actions as needed.
• Maintain documentation of governance protocols and version control.
• Knowledge Base Adoption and Performance Monitoring
• Track KB usage metrics, response accuracy, effectiveness, and self-service adoption rates.
• Use KB usage metrics to drive improvements and adoption initiatives for internal and external KB use.
• Prepare reports and dashboards for leadership on KB performance and improvement initiatives.
• Cross-Functional Collaboration
• Work closely with Producer Services, Support Operations, and Education & Engagement teams to align KB content with evolving producer needs.
• Coordinate with compliance and legal teams to ensure KB content reflects current regulatory requirements.
• Work between business units and technology teams for KB enhancements
• Other duties as assigned.
• Skills & Competencies
• Strong organizational and governance skills for content lifecycle management.
• Technical proficiency with KB platforms and AI integration.
• Excellent analytical and problem-solving skills.
• Ability to collaborate cross-functionally and influence without direct authority.
• Exceptional attention to detail and commitment to accuracy.

Qualifications

• Bachelor’s degree in Knowledge Management, Business Administration, or related field.
• Advanced degree or certification in Knowledge Management or AI/Information Systems preferred.
• 5+ years of experience in knowledge management, content administration, or customer service.
• Experience implementing or managing AI-enabled knowledge systems strongly preferred.
• Familiarity with CRM platforms, knowledge base tools, and taxonomy design.
• Background in compliance, sustainability, or regulated industries desirable.
• Compensation & Other Information
• Location: Fully Remote
• Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge and experience.
• Reports To: Senior Manager, Producer Services Operations

Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org [careers@circularaction.org] listed below.