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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