Knowledge Manager – AI & Customer Care Operations

POSITION SUMMARY The Knowledge Manager serves as the primary owner of Customer Care knowledge management strategy, responsible for the creation, governance, maintenance, and continuous improvement of operational documentation, knowledge assets, and AI\-enabled knowledge systems. Working cross\-functionally with Operations, Compliance, Product, Technology, Training, Quality Assurance, and Data \& Analytics, this role ensures information is accurate, accessible, compliant, scalable, and AI\-ready. This position plays a critical role in supporting CarePayment's AI strategy. As the organization's primary technical writer and knowledge management expert, the Knowledge Manager develops and governs operational documentation and knowledge assets while partnering with Training \& Development to ensure employee and AI training materials remain aligned. The role ensures employees and AI systems have access to accurate, current, and compliant information that supports scalable growth. ESSENTIAL JOB DUTIES Knowledge Management \& Documentation * Own the Customer Care knowledge management program, including governance, content standards, taxonomy, organization, and maintenance. * Create, revise, and maintain operational procedures, work instructions, quick\-reference guides, knowledge articles, and process documentation. * Establish and maintain content ownership, review cycles, version control, and approval workflows. * Audit existing documentation for accuracy, consistency, usability, and compliance. * Partner with business stakeholders to identify documentation gaps and process improvement opportunities. * Ensure knowledge assets are organized, maintained, and optimized for both employee accessibility and AI consumption, supporting operational efficiency and scalable automation. * AI Enablement \& Governance * Lead the development and maintenance of AI\-ready knowledge repositories and approved content libraries. * Coordinate ingestion of approved templates, talk\-tracks, business rules, process documentation, and knowledge assets into AI\-enabled systems. * Assist with AI testing, validation, prompt optimization, and reviews of content quality, transparency, and accuracy. * Maintain governance controls to ensure AI\-generated content aligns with approved language, compliance requirements, bank approval processes, and brand standards. * Monitor AI feedback loops, identify content improvement opportunities, and support ongoing AI training efforts. * Participate in AI governance activities, documentation reviews, and implementation planning. Cross\-Functional Collaboration * Partner with Compliance to ensure documentation and knowledge assets align with regulatory requirements and internal policies. * Collaborate with Technology, Product, and Data \& Analytics teams on knowledge architecture, integrations, and AI initiatives. * Support Training, Quality Assurance, and Operations teams by ensuring learning materials remain current and aligned. * Partici