Knowledge Manager

Summary

Join MongoDB's Technical Services team as a Global Knowledge Manager, leading a global team responsible for growing the use and value of MongoDB technical content. You will manage the Knowledge team, collaborating with leadership and program managers to set strategic direction and achieve department-wide knowledge objectives. This role involves developing and reporting on knowledge management success measures, driving content improvements, and collaborating with cross-functional teams. Based in a MongoDB office or remotely in Canada, you will communicate progress to leadership and take a hands-on role in content creation. The ideal candidate possesses extensive experience in a technical content creation role, team management, and knowledge management at scale.

Requirements

• At least eight (8) years experience in a highly technical, content creation based role at a large scale software company
• Experience managing a diverse and distributed team
• Experience leading Knowledge Management and/ or Technical Documentation functions at scale
• Experience working on cross-functional initiatives with Product Engineering, Product Management, and Customer Engineering (Support, Professional Services, Solution Architecture/ Pre-sales, Customer Success, etc.) functions
• Strong communication skills and executive presence
• Knowledge Centered Support (KCS) experience
• Excellent communication and stakeholder management skills
• Experience with Salesforce Lightning Knowledge, Jira, and Coveo Cloud are essential

Responsibilities

• Manage the global Technical Services Knowledge team; guiding careers across development, project management, writing, and reporting/data domains
• Work with the Enablement Program Managers and Technical Services Leadership team to design and implement a roadmap to achieve the department-wide Knowledge objectives
• Develop and report on measures of success around knowledge management, including but not limited to: customer self-service and deflection efforts
• Develop and report on measures of success around knowledge management, including but not limited to: internal knowledge sharing and collaboration
• Develop and report on measures of success around knowledge management, including but not limited to: ramping of new hires on knowledge management practices
• Represent and advocate for the TS team in cross-departmental efforts around Knowledge Management. Collaborate with other teams on their knowledge needs, expanding the use of knowledge tooling across the business
• Drive continuous improvements in quality and efficiency of customer facing and internal content
• Communicate with Technical Services leadership and executive management on the progress and impact of our Knowledge Management efforts. Own all Knowledge metrics and present trends (and content gaps) back to the business
• Take a hands-on role in knowledge content pipeline creation, delivering content alongside the team when required
• Collaborate with the product management and engineering teams to identify upcoming product changes that will require new knowledge collateral
• Build and maintain vendor relationships. Identify and capitalize on new tools or trends that can drive content quality and efficiency

Preferred Qualifications

• Prior experience as a software engineer is desirable, as MongoDB is a highly technical product and successful candidates typically are comfortable programming, writing DB queries, and operating in a command shell
• Prior work at a database company, specifically in the NoSQL space, or a similar highly concurrent distributed system used in production architectures
• Prior management experience of a global team
• Product Management experience is desirable
• Experience in a data science or generative AI domain would be valuable
• Born-in-the-cloud SaaS experience. IaaS or PaaS highly desirable
• Experience producing management dashboards and scorecards using tools like Tableau
• Familiarity with Python, React, Git, and Splunk are valuable
• Experience in search optimization and self service solutions, LLM’s and / or RAG

Benefits

• Flexible paid time off
• 20 weeks fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• Registered Retirement Savings Plan (RRSP) with employer match
• Mental health counseling
• Backup child and elder care
• Health, dental, and vision benefits offerings