Knowledge Management Manager

American Express
Gurugram
Workplace: HybridFull timeFunction: OtherExperience: 8+ yearsEducation: bachelorsSkills: ["People leadership","Stakeholder management","Communication","Analytical thinking","Program management"]

Establish and lead the Knowledge Management capability for Colleague Experience Group, defining KM vision, strategy, roadmap, governance, content lifecycle, and success measures. Build an enterprise content strategy and knowledge architecture (taxonomy, metadata, intent design) that connects colleague needs to the right servicing knowledge across Tier 0–3. Partner with Product and Technology to integrate searchable, measurable, AI-ready knowledge platforms, while leading a high-performing KM team and scaling adoption globally.

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American Express
American Express
2 days ago

Knowledge Management Manager

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Last checked: 7 hours agoStatus: Live

Job Summary

Establish and lead the Knowledge Management capability for Colleague Experience Group, defining KM vision, strategy, roadmap, governance, content lifecycle, and success measures. Build an enterprise content strategy and knowledge architecture (taxonomy, metadata, intent design) that connects colleague needs to the right servicing knowledge across Tier 0–3. Partner with Product and Technology to integrate searchable, measurable, AI-ready knowledge platforms, while leading a high-performing KM team and scaling adoption globally.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Seniority: Manager level

Key Responsibilities

  • •Establish and lead KM capability for CEG by defining KM vision, strategy, roadmap, operating model, capabilities, success measures, and implementation approach.
  • •Develop and implement KM governance, content strategy, and intent architecture (taxonomy and metadata framework) to connect servicing intents to the right knowledge across Tier 0–3.
  • •Design and evolve a centralized, scalable knowledge ecosystem, driving rationalization and migration of distributed content and enabling discovery and reuse.
  • •Partner with Product and Technology leaders to integrate knowledge platforms and capabilities, ensuring knowledge is searchable, measurable, AI-ready, and optimized for retrieval and reuse.
  • •Lead KM team and deliver end-to-end strategy/execution, including platform adoption and scaling, measurement routines, risk management, and change leadership globally.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisabilityPaid ParentalHybrid WorkingRetirementCounseling Support

Key Requirements

  • •8+ years of relevant experience in knowledge management, content strategy, service delivery, digital servicing, operations transformation, or a related field.
  • •Demonstrated ability to translate strategy into execution, including building roadmaps, operating models, governance, processes, and teams globally.
  • •Strong knowledge of knowledge management disciplines such as governance, content strategy, knowledge architecture, taxonomy, metadata, intent design, search/findability, and content lifecycle management.
  • •Experience connecting knowledge strategy to servicing journeys, self-service, case/contact center operations, digital products, and/or AI-enabled experiences.
  • •Proven people leadership capability, including building teams, setting direction, developing talent, managing performance, and leading through ambiguity and change.
Experience:8+ yearsKnowledge managementContent strategyDigital servicingService deliveryOperations transformation
Education:Bachelor's in Bachelor's Degree
Skills:People leadershipStakeholder managementCommunicationAnalytical thinkingProgram management
Languages:US
Tech Stack:AI-enabled knowledgeConversational AIChatbotsEnterprise searchRetrieval technologies

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn