Knowledge Manager, AI & Agentforce

Role Purpose

The Knowledge Manager, AI & Agentforce, is responsible for building, maintaining, and continuously improving the Salesforce knowledge base that powers IHG’s AI agent platform. This role serves as the central owner of knowledge quality across operations teams, ensuring AI agents have accurate, current, and well-structured content to deliver consistent service experiences.

Working across departments globally, the Knowledge Manager partners with functional leaders, subject matter experts, and technology teams to capture, validate, govern, and optimize the information that supports AI-powered experiences. The role is critical to IHG’s AI-enabled service strategy and directly influences the effectiveness, accuracy, and scalability of customer and employee support interactions.

Key Accountabilities

1. Design and build scalable Salesforce knowledge base structures that support AI agents across multiple operational functions.
2. Create, curate, publish, and maintain knowledge articles aligned to operational processes, service standards, and escalation procedures.
3. Own the complete knowledge lifecycle, including content creation, review, approval, publication, maintenance, and retirement.
4. Develop and manage content governance frameworks, standards, templates, and review processes to ensure consistency and quality across the knowledge base.
5. Partner with operational leaders and subject matter experts to identify knowledge gaps, gather source materials, and translate complex information into structured content.
6. Facilitate content intake sessions, workshops, and stakeholder reviews to ensure knowledge remains current and aligned with evolving business needs.
7. Serve as the primary point of contact for knowledge submissions, updates, content questions, and governance inquiries.
8. Monitor flagged content, investigate knowledge issues, and resolve article concerns within established service levels.
9. Conduct regular audits to identify outdated, conflicting, incomplete, or low-performing content and drive corrective action plans.
10. Analyze knowledge usage trends, content performance, and AI agent outcomes to identify opportunities for improving knowledge quality and effectiveness.
11. Partner with Salesforce and technology teams to optimize knowledge configuration, search functionality, article taxonomy, and content categorization.
12. Build scalable knowledge management processes that support future expansion of AI capabilities across additional teams and business functions.
13. Provide training, coaching, and guidance to stakeholders on knowledge management best practices and effective content contribution.
14. Support testing and rollout activities associated with new AI capabilities and assess impacts to knowledge requirements.
15. Partner with Training, Quality, Operations, and Technology teams to ensure alignment between knowledge content, learning materials, quality standards, and AI experiences.

Key Skills & Experience

Education

Bachelor’s degree in Business, Information Management, Communications, Technical Writing, or a related field, or an equivalent combination of education and work experience.

Experience

1. 3-5 years of experience in knowledge management, content operations, technical writing, content governance, or a related discipline.
2. Experience working with CRM, knowledge management, or enterprise content platforms, with Salesforce Knowledge experience preferred.
3. Exposure to AI, chatbot, virtual assistant, or agent-based technologies preferred.
4. Experience working in a global operations, shared services, customer support, or hospitality environment preferred.

Technical Skills and Knowledge

1. Strong proficiency with Salesforce Knowledge or similar enterprise knowledge management platforms.
2. Excellent written communication skills with the ability to transform complex operational processes into clear, user-friendly content.
3. Knowledge of content governance, taxonomy development, version control, and knowledge lifecycle management best practices.
4. Strong analytical and problem-solving skills with the ability to leverage data and performance metrics to drive continuous improvement.
5. Ability to manage multiple priorities, deadlines, stakeholders, and workstreams in a fast-paced environment.
6. Strong collaboration and stakeholder management skills, including experience working with senior leaders and subject matter experts.
7. Proficiency with Microsoft Office applications including Teams, Word, Excel, and PowerPoint.
8. Familiarity with hospitality operations, customer support environments, or service delivery processes is an advantage.