Manager, Knowledge Management Solutions

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

This role will be  based in be New York, Omaha, San Francisco, or Sunnyvale.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. 

The Knowledge Management Solutions (KMS) team at LinkedIn is responsible for creating and delivering instructional, procedural, and technical self-service content for LinkedIn’s members, customers and employees. The content is created both manually and using GAI, and is distributed externally to LinkedIn’s Help Centers, virtual chat agents, and in-product experiences (including those powered by AI/GAI) where our customers and members self-serve. Employees also use this content internally through enterprise search systems and CRMs.    

We are seeking a talented and passionate Knowledge Management Solutions Manager to join the team responsible for the content strategy and authoring of these self-service resources. The scope of this role includes interaction with teams in different functions and regions, requiring a strong ability to communicate effectively and understand the different needs of global customers. Join us as we create an effective self-service system built on structured content that surfaces relevant self-service materials based on the customer journey. 

As a Knowledge Management Solutions Manager, you will directly manage a team of Content Strategists. You will supervise the efforts of the team to develop content strategies that support multiple lines of business. Talent is our top priority, and you will be responsible for enabling your team to meet our service level agreements, product launch timelines, maintaining the quality of the content, documenting best practices, driving business partner relationships, adapting to change, and coaching your team members on career development.  

Key Responsibilities 

• Hire, manage, and develop a mid- to large-size team which may span across multiple areas of expertise and/or locations. 

• Partner and work closely with peer managers and cross-functional groups to connect strategy to vision and align team goals, priorities, and roadmap. 

• Build subject matter expertise for designated line of business(es). 

• Lead the content strategy and content creation efforts that enable us to deliver clear and relevant information to our members and customers.  

• Work on issues of more complex business scope and make decisions across multiple teams and projects to ensure alignment with true north goals.  

• Inspire, motivate, and develop productive, effective, high morale teams. 

• Coach and mentor team members to support consistent growth and development of employees’ careers. 

• Model LinkedIn’s culture and values and actively participate in developing a healthy team culture 
   

Qualifications

Basic Qualifications 

• Bachelor’s degree in Journalism, English, Computer Science or equivalent 

• 7+ years in one or more of the following areas: content strategy, knowledge management, content management, or technical writing. 

• 2+ years in a leadership role with a proven ability to influence at all levels. 

• Experience in working with content management systems (any) 

• Experience in methodologies such as DITA, topic-based, authoring, and structured writing. 

• Experience in project management skills. 
   

Preferred Qualifications 

• Knowledge of developing content using GAI tooling 

• Experience in the content creation and validation process for GAI/AI conversational interfaces and familiarity with prompt engineering principles 

• Knowledge of content governance frameworks and editorial standards. 

• Experience in forecasting and capacity planning leveraging business partners inf