Knowledge Management Owner

Job Description

Our people are the life of this company. Together, we build life into the kitchen. We are a nationwide team, designing and manufacturing the most comprehensive choice of kitchen cabinets in the U.S. Our people pride themselves on genuine collaboration, working to deliver a seamless, integrated, quality experience to anyone and everyone. Our shared purpose is to bring the kitchen to life — the place where people spend such a meaningful part of their personal and family lives, and the true heart of any home. This is why your career with our company can be so satisfying, rewarding and worthwhile.

JOB SUMMARY

The Knowledge Management Owner (KMO) is the enterprise owner of the Knowledge Management ecosystem for CWG Customer Care and a key driver of Knowledge Centered Service (KCS) adoption and digital self-service maturity. This role is accountable for creating, managing, governing, and optimizing all customer-facing and internal knowledge that enables exceptional customer experiences, high-performing agents, and scalable operations.

The KMO treats knowledge as a strategic business asset and system of record, not a document repository. This role owns the knowledge strategy, creation, content lifecycle, platform roadmap, governance model, and performance outcomes, ensuring knowledge is accurate, actionable, findable, and continuously improved through real-world usage and feedback.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES

Knowledge Strategy, KCS & Business Impact

• Own and evolve the enterprise Knowledge Management strategy aligned to Customer Care, KCS practices, and digital self-service growth
• Define, measure, and report on key performance indicators including article usage, search success, self-service containment, case deflection, rework reduction, average handle time (AHT), and content accuracy
• Ensure knowledge directly drives agent effectiveness, customer self-service adoption, and operational efficiency
• Lead the transition from knowledge as static documentation to knowledge as a living system, improved through use

Knowledge Creation & Content Development (KCS-Aligned)

• Serve as the primary owner and architect of knowledge content, including hands-on creation, authoring, and refinement of high-value articles
• Apply KCS principles to ensure content is captured at the moment of need, written in customer-ready language, and improved through reuse and feedback
• Design content for dual use: agent-assisted support and customer self-service
• Proactively identify knowledge gaps and create content to support new products, policies, and digital experiences

Knowledge Governance & KCS Enablement

• Establish and enforce KCS-aligned standards for knowledge creation, review, publishing, reuse, and retirement
• Serve as the final authority on knowledge quality, structure, and readiness for internal and external consumption
• Balance empowerment of contributors with strong governance to ensure speed without sacrificing accuracy or trust

Platform & Digital Self-Service Ownership

• Own the knowledge platform roadmap, ensuring alignment with self-service, search optimization, and digital experience goals
• Ensure the knowledge base is structured, tagged, searchable, and optimized for fast, accurate answers across channels (agent desktop, customer portals, chat, and AI-driven experiences)
• Partner with Digital, Technology, and CX teams to ensure knowledge powers FAQs, help centers, chatbots, and AI-assisted support

Content Lifecycle & Continuous Improvement

• Own the full knowledge lifecycle from creation through retirement, using usage data, search analytics, and feedback loops to drive continuous improvement
• Review, edit, and approve SME-submitted content to ensure it meets quality, style, and KCS readiness standards
• Establish publishing SLAs and health metrics to ensure content remains current, trusted, and effective

SME & Cross-Functional Enablement

• Design and manage the SME contribution model, aligned to KCS roles and accountability
• Coach and enable contributors to create effective knowledge while maintaining centralized ownership and quality control

Communication & Change Enablement

• Own internal knowledge communications related to product launches, policy changes, and process updates
• Ensure changes are clearly documented, communicated, and immediately available to frontline teams and digital channels

Knowledge Culture & Maturity Advancement

• Promote a culture of knowledge sharing, reuse, and continuous improvement
• Drive organizational maturity from reactive documentation to proactive, data-driven knowledge and self-service enablement
• Act as the internal thought leader for KCS and digital knowledge best practices

ESSENTIAL QUALIFICATIONS & SKILLS

• 1-2 years developing and managing a Knowledge Management System/Program
• Associate or Bachelor’s Degree preferred
• Strong ability to analyze knowledge usage, search, and self-service data to identify gaps and opportunities
• Expertise in creating concise, reusable, and customer-ready knowledge content aligned to KCS principles
• Proven experience managing knowledge platforms that support self-service and assisted service
• Ability to influence across Customer Care, Digital, Product, and Technology teams
• Experience leading change, governance, and adoption for enterprise knowledge systems
• Exceptional attention to detail, quality, and accuracy in fast-moving environments
• Ability to scale knowledge systems while maintaining trust, consistency, and usability

Why This Role Matters

This role is central to scaling Customer Care without scaling cost, enabling digital self-service, improving agent confidence, and ensuring customers get the right answer the first time—every time.

Salary range for position: $80k - $95k.

Shift

Full or Part Time

Full time

Cabinetworks Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish