Global Knowledge Governance, Standards & Platforms Program LeadStrategy & Program Operations, Community Operations New York, New York | Chicago, Illinois Full Time

The Head of Knowledge Governance, Standards, and Platforms owns the rules, standards, and platform guardrails that ensure the Customer-Support Global Content team delivers high-quality, compliant, and scalable knowledge across all channels. This role ensures that experience-led strategy is translated into enforceable standards and supported by the right platform capabilities.

This leader operates horizontally across personas, surfaces, and modalities, ensuring consistency and quality across both human- and AI-delivered experiences. While this role does not define experience strategy or information architecture, it is accountable for codifying those decisions into governance models, standards, and platform configurations that can operate at scale.

This is a senior leadership role responsible for building and scaling governance in a tech-first, AI-enabled knowledge organization.

Set and Scale Knowledge Governance & StandardsDefine and evolve the governance vision for a modern, AI-enabled knowledge organization

Establish governance models that support centralized ownership, COPE principles, and AI-ready knowledge

Own content standards, guidelines, and lifecycle rules across all knowledge types and modalities

Ensure standards are consistently applied across human-authored and machine-generated experiences

Partner with Experience and Strategy teams to translate experience architecture into enforceable standards

Continuously evolve governance and standards based on regulatory needs, platform capabilities, and operational learnings

Own Knowledge Platforms & EnablementOwn platform policies, configurations, and guardrails across knowledge tooling (e.g., CMS, KMS, AI-adjacent platforms)

Manage platform vendors and provide strategic input into platform roadmaps and investment decisions

Ensure platforms support approved knowledge models, taxonomy, and metadata schemas

Partner with Product, Engineering, and Operations to ensure platforms are scalable, reliable, and fit for purpose

Drive platform decisions that enable consistent quality, discoverability, and AI-readiness at scale

Govern Quality, Risk, and Execution at ScaleDefine and oversee quality, consistency, and compliance mechanisms across all knowledge assets

Establish audit models, exception handling processes, and escalation paths

Identify governance risks and trends, surfacing insights and recommendations to leadership

Ensure governance decisions are operationally viable and consistently enforced

Build, lead, and scale a high-performing team of individual contributors through clear priorities, operating rhythms, and success metrics

Basic Qualifications

Domain Expertise: 7

• years of experience in program management, content operations, or knowledge governance within a high-growth or tech-first environment.
• Leadership & Influence: Experience leading complex, cross-functional initiatives and managing senior-level stakeholders to drive alignment on governance or platform standards.

Systems & Lifecycle Knowledge: Proficiency in managing the end-to-end content lifecycle, including experience with CMS/KMS platforms, taxonomy, and metadata schemas.

Execution at Scale: Proven ability to translate high-level strategy into actionable operating models, audit frameworks, or compliance standards that can be enforced globally.

Adaptability: Experience navigating high-ambiguity environments and managing shifting priorities without losing sight of long-term goals.

Preferred Qualifications

Experience working with AI-enabled or structured knowledge systems

Familiarity with vendor management and platform roadmap planning

Experience operating in large, complex, or highly regulated organizations

Background partnering closely with product, engineering, or AI teams