Job Description
Job Title: Supervisor, Knowledge Management Operations
Location: Hyderabad, India
Department: Knowledge Management
Career Level: Supervisor
Job Type: Full-Time
Work Hours: Night Shift
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients business success with extraordinary HR.
Don't meet every single requirement Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody's perfect and we encourage you to apply. You may just be the right candidate for this or other roles.
Job Summary
The Supervisor, Knowledge Management Operations will lead a team of Knowledge Management Analysts and Writers to develop, maintain, and govern content within TriNet's knowledge ecosystem. The role ensures that colleagues across operations, product, and customer-facing functions have accurate, accessible, and up-to-date knowledge resources. This role drives strategic knowledge initiatives, ensures adherence to KM standards, fosters cross-functional alignment, and strengthens self-service capabilities for both internal teams and customers.
Key Responsibilities
- Support daily work of KM Analysts and Writers, including coaching on tasks and reviewing work quality.
- Follow and promote standard KM processes, governance guidelines, and content lifecycle requirements.
- Participate in project meetings to provide KM input and share updates from the KM team.
- Coordinate with Product and Technology partners by providing feedback on KM tool improvements.
- Encourage continuous learning by sharing best practices and offering constructive feedback.
- Work with SMEs to secure timely and accurate content reviews and approvals.
- Collaborate across teams to ensure operational readiness and proper use of knowledge resources.
- Execute KM operational activities such as article governance, maintenance, and knowledge audits.
- Support change management efforts to increase KM adoption and help resolve contentrelated issues.
Required For All Jobs
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
Education
- Bachelor's / Master's degree in human resources, English, Communications, or related field
- Equivalent combination of education and experience in knowledge management will be considered
Experience
- 8+ years experience in customer experience or PEO environment (required)
- 3+ years supervisor level experience (required)
- 2+ year experience driving process improvement or cross-company initiatives (required)
- 2+ years knowledge management / content writing experience (required)
Preferred Certifications
- Project Management Professional (PMP)
- Lean Six Sigma Green Belt or higher
Skills & Competencies
- Ability to influence leaders and partners across the business
- Strong understanding of TriNet service offerings (onboarding, payroll, benefits, etc.)
- Ability to collaborate virtually with global teams and SMEs
- Strong communication and relationship-building skills
- Effective project management and ability to deliver within timelines
- Proficiency with MS Office, PSFT, SFDC, and TriNet platforms
- High ethical standards and commitment to diversity and inclusion
- Ability to handle fast-paced business needs and multiple priorities
- Strong organizational and prioritization skills
- Ability to mentor and develop team members
Preferred Skills
- Proven experience leading teams in adopting generative AI tools (e.g., Microsoft 365 Copilot, ChatGPT, or similar) to improve KM content creation, editing, and maintenance.
- Ability to develop AI usage guidelines, prompt libraries, and best practices to ensure consistent, compliant, and highquality AIassisted output across the KM team.
- Experience using AI to streamline content lifecycle governance, including automated reminders, workflow escalations, versioning, and review cycles through tools like Power Automate, ServiceNow workflows, or equivalent.
- Skilled in leveraging AI for content insights and analyticsidentifying gaps, usage patterns, outdated content, and opportunities to increase selfserve effectiveness.
- Familiarity with AIenhanced KM platforms (e.g., SharePoint Syntex/Content AI, ServiceNow AI Search, or enterprise semantic search tools) to improve content discoverability and retrieval accuracy.
- Ability to collaborate with Product & Technology teams on AIdriven KM tool enhancements, such as semantic search tuning, autotagging, metadata generation, or autoclassification.
- Experience using AI to support operational readiness, including converting raw SME knowledge into structured content, summarizing long documents, or generating draft SOPs, FAQs, and releasereadiness materials.
- Understanding of Responsible AI principlesensuring privacy, factual accuracy, human oversight, and quality checks on all AI-generated content.
Work Environment
- Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office.
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, colour, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact [Confidential Information] to request such an accommodation.
