The Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG, the Colleague Services (CS) organization plays a critical role in providing outstanding services, capabilities, data, and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.
The Colleague Experience Servicing Strategy is the structured approach American Express and Colleague Experience Group is taking to deliver support services to colleagues, ensuring interactions are efficient, consistent, and tailored to individual needs. It encompasses tiered support models, integrated technology platforms, and strong governance of knowledge assets to enable seamless resolution of colleague inquiries.
The Knowledge Management Manager will establish and lead the Knowledge Management capability for CEG, creating the strategy, governance, content model, and operating disciplines required to make trusted knowledge a core enabler of the Colleague Experience Servicing Strategy. This is a build-and-transform leadership role with accountability for moving Knowledge Management from distributed practices to a scalable, governed, measurable, and globally consistent capability.
The role will define the Knowledge Management governance model, develop the content strategy, and establish the intent architecture, taxonomy, and knowledge structures that enable colleagues, servicing teams, digital channels, and AI-powered experiences to find and use the right information at the right time. The manager will connect business intent, colleague needs, servicing journeys, content, and technology so knowledge becomes a foundational layer of the servicing ecosystem.
This role combines strategy and execution leadership. The manager will translate the Knowledge Management vision into an actionable roadmap, stand up new capabilities and ways of working, and build and lead a new team to deliver the on the servicing strategy. Success will require strong leadership, influence, and stakeholder management across Servicing Strategy, Product, Technology, COEs, regional servicing teams, content owners, and other CEG partners.
- Establish and lead the Knowledge Management (KM) capability for CEG, defining the vision, strategy, roadmap, operating model, capabilities, success measures, and implementation approach required to enable global servicing.
- Define and implement the KM governance model, establishing clear decision rights, ownership, standards, controls, roles and responsibilities, and content lifecycle practices to ensure knowledge remains accurate, relevant, trusted, and sustainable.
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- Develop and lead an enterprise content strategy for servicing knowledge, defining how content is created, prioritized, structured, reused, localized, maintained, and retired across the knowledge ecosystem.
- Define the intent architecture, taxonomy, and metadata framework that connects colleague needs and servicing intents to the right knowledge, workflows, digital experiences, and support pathways across Tier 0–3 servicing.
- Position KM as a critical enabler of the Colleague Experience Servicing Strategy, embedding knowledge across colleague journeys, agent experiences, self-service channels, case/contact center tools, and AI-enabled servicing capabilities.
- Design and evolve a centralized, scalable knowledge ecosystem, driving the rationalization and migration of distributed content while establishing an architecture that enables intuitive discovery, effective reuse, and consistent servicing experiences.
- Partner with Product and Technology leaders to shape business requirements and ensure knowledge platforms and capabilities are integrated, searchable, measurable, AI-ready, and optimized for effective retrieval and reuse.
- Harness servicing data and insights to continuously improve knowledge effectiveness, using case histories, search behavior, colleague and user feedback, and performance data to identify knowledge gaps, prioritize opportunities, and improve content and servicing outcomes.
- Establish the KM measurement framework and management routines, defining meaningful measures of content health, findability, adoption, self-service effectiveness, resolution outcomes, engagement, and overall business impact.
- Lead the implementation, adoption, and scaling of KM platforms and capabilities, overseeing business readiness, testing, deployment, change management, training, and onboarding across markets and servicing domains.
- Build and lead a high-performing KM team, defining the organizational structure, roles, and capabilities required; attracting and developing talent; setting clear objectives; and creating a culture of accountability, collaboration, and continuous improvement.
- Provide end-to-end strategy and execution leadership for the KM portfolio, translating the long-term vision into actionable priorities while balancing capability building, transformation milestones, near-term delivery, and measurable business outcomes.
- Build strong partnerships with senior leaders and stakeholders across Servicing Strategy, Product, Technology, COEs, regional servicing teams, and content-owning functions to establish shared priorities, navigate dependencies and trade-offs, and drive decisions across organizational boundaries.
- Serve as a trusted advisor and change leader for Knowledge Management, creating alignment around the KM vision, influencing senior stakeholders, communicating progress and impact, and driving adoption of common knowledge practices globally.
- Provide proactive leadership of risks, dependencies, and strategic opportunities across the KM transformation, using effective governance, stakeholder engagement, and escalation to maintain momentum and deliver sustainable outcomes.
- 8+ years of relevant experience in knowledge management, content strategy, service delivery, digital servicing, operations transformation, or a related field; experience establishing or materially transforming a Knowledge Management capability is strongly preferred.
- Demonstrated ability to translate strategy into execution, including building roadmaps, operating models, governance, processes, and teams in a complex global environment.
- Strong knowledge of Knowledge Management disciplines including governance, content strategy, knowledge architecture, taxonomy, metadata, intent design, search/findability, and content lifecycle management.
- Experience connecting knowledge strategy to servicing journeys, self-service, case/contact center operations, digital products, and/or AI-enabled experiences.
- Proven people leadership capability, including building teams, setting direction, developing talent, managing performance, and leading through ambiguity and change.
- Exceptional stakeholder management and influencing skills, with the ability to align senior and cross-functional stakeholders, facilitate decisions, manage competing priorities, and drive outcomes without relying solely on formal authority.
- Strong communication and executive presence, with the ability to simplify complex topics, articulate a compelling vision, and communicate strategy, progress, risks, and outcomes to varied audiences.
- Proven ability to lead complex cross-functional initiatives and deliver scalable solutions across business, product, technology, and operations partners.
- Strong analytical and program management skills, with a data-driven approach to prioritization, performance measurement, and continuous improvement.
- Experience with AI-enabled knowledge, conversational AI, chatbots, enterprise search, or retrieval technologies is a plus.
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