Senior Product Manager - Knowledge Management Platform

About the Role

The Knowledge Management (KM) product area owns the end-to-end enterprise knowledge layer powering intelligent workflows and AI-assisted experiences. This includes integrations and synchronization across platforms such as SharePoint, ServiceNow Knowledge Base, Confluence, Google Drive, and other enterprise systems ingestion and chunking pipelines retrieval and ranking quality administrative workflows for governance and curation and the analytics that help enterprise teams understand where their knowledge systems are underperforming.

This role is suited for a Senior Product Manager who can operate across infrastructure, enterprise workflows, retrieval systems, and customer-facing problem solving - while driving clarity and prioritization in a highly cross-functional environment.

What You Will Own

• Define and drive the roadmap for the Knowledge Management platform, spanning:

  • Connector ecosystem and sync reliability

  • Retrieval quality and ranking improvements

  • Knowledge governance and admin tooling

  • Self-serve enterprise workflows and analytics

• Establish and operationalize a clear north-star metric framework (for example, knowledge-grounded resolution rate), including:

  • Metric decomposition

  • Ownership mapping

  • Quarterly improvement targets

  • Prioritized investment areas

• Own the end-to-end admin experience, enabling enterprise builders and administrators to:

  • Onboard and configure knowledge sources

  • Monitor coverage and retrieval health

  • Diagnose failures independently

  • Improve knowledge quality without operational dependency

• Lead alignment across Product, Engineering, Design, Customer Success, Solutions, and Sales to maintain a unified and prioritized execution plan.

• Partner directly with enterprise customers in:

  • Strategic roadmap discussions

  • QBRs and executive reviews

  • Technical deep-dives

  • Escalation management related to knowledge systems and AI accuracy

What We're Looking For

Stakeholder Leadership Across Senior Teams

You have led complex product areas involving frequent decision-making across senior stakeholders including Engineering leadership, Customer Success, Sales, and executive teams. You are comfortable driving alignment on contested priorities, making principled trade-offs under pressure, and owning decisions through execution.

This role requires someone who can create clarity, maintain direction, and influence outcomes - not simply coordinate discussions.

End-to-End Systems Thinking

You think holistically across infrastructure and user experience.

You are equally comfortable discussing:

• Indexing throughput

• Retrieval latency

• Multi-tenant scalability

• Sync reliability across millions of documents

as you are designing:

• Admin diagnostics

• Self-serve remediation workflows

• Knowledge quality visibility

• Enterprise governance experiences

You understand that backend architecture and customer workflows are deeply interconnected problems.

Metrics-Driven Product Thinking

You are skilled at decomposing complex product outcomes into measurable drivers.

For example, given a north-star metric like knowledge-grounded resolution rate, you can:

• Break it into meaningful input metrics

• Identify leverage points

• Prioritize trade-offs

• Design sequenced product bets tied to measurable outcomes

You approach product strategy through systems and metrics, not just feature delivery.

Focus and Prioritization in High-Context Environments

This product area sits at the intersection of:

• Enterprise integrations

• Retrieval and AI infrastructure

• Admin UX

• Customer escalations

• Security and compliance requirements

You can manage rapid context switching while protecting strategic focus and execution quality. You know how to prioritize effectively and avoid becoming a bottleneck for operational urgency.

Executive Communication and Enterprise Presence

You are confident communicating with senior enterprise stakeholders, including CIO and technology leadership teams.

You can:

• Run structured QBRs and escalations

• Lead technical and strategic discussions

• Separate feedback from commitments

• Communicate clearly under pressure

• Build trust without over-promising

You write and speak with precision, clarity, and executive maturity.

CIO and Enterprise Platform Fluency

You understand enterprise expectations around:

• Data residency

• Auditability

• Security and compliance

• Explainability of AI systems

• Vendor transparency and governance

You recognize that enterprise trust is built through operational reliability and transparency - not just product capability.

Experience

• 6-9 years of product management experience

• At least 3 years building and scaling enterprise SaaS products for CIO, CTO, or CHRO stakeholders

• Experience owning platform or infrastructure-oriented product areas such as:

  • Enterprise integrations

  • Search and retrieval systems

  • Knowledge platforms

  • AI infrastructure

  • Workflow orchestration systems

• Comfortable working close to technical systems, including:

  • Logs and debugging

  • SQL and analytics

  • APIs and integration architectures

  • Technical trade-off discussions with engineering teams

Signals We Value

• You have significantly revised a PRD or strategy because the original approach was not sufficiently differentiated or outcome-oriented.

• You can clearly articulate the core metrics that defined success for your previous product area and explain how you influenced them.

• You have successfully pushed back on large customer requests while maintaining trust and long-term partnership value.

• You naturally combine strategic thinking with operational depth.

Nice to Have

• Background in retrieval systems, RAG architectures, hybrid search, ranking systems, or enterprise knowledge graphs

• Experience working with HRIS, ITSM, or enterprise collaboration ecosystems such as:

  • ServiceNow

  • Workday

  • SharePoint

  • Confluence

  • Google Workspace

• Engineering or technical degree from a top-tier institution

Core Skills

• Product Strategy & Execution

• Enterprise SaaS Product Management

• Stakeholder Management

• Knowledge Management Systems

• Search & Retrieval Platforms

• AI / RAG Product Thinking

• Metrics & Analytics

• Cross-Functional Leadership

• Enterprise Integrations

• Executive Communication

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