Cabinetworks Group ยท 2 days ago
Knowledge Management Owner
Waconia, MN
Full-time
Onsite
Entry Level
$80K/yr - $95K/yr
1+ years expCabinetworks Group is a nationwide team focused on designing and manufacturing kitchen cabinets. They are seeking a Knowledge Management Owner who will be accountable for managing and optimizing the Knowledge Management ecosystem to enhance customer experiences and operational efficiency.
Building MaterialHome DecorManufacturing
Responsibilities
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
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
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
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
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
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
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
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
Qualification
Required
1-2 years developing and managing a Knowledge Management System/Program
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
Preferred
Associate or Bachelor's Degree preferred
Company
Cabinetworks Group
Cabinetworks Group is the independently owned manufacturer and distributor of kitchen and bath cabinets in the United States.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-04-05Acquired
Leadership Team
Jeff Jackson
Chief Executive Officer
Erik Wille
Chief Technology Officer (CTO)
Recent News
2025-11-04
2025-09-15
Company data provided by crunchbase