Sr. Manager, Customer Ops Knowledge Management

## Sr. Manager, Customer Ops Knowledge Management
* Medical, Dental, Vision, Life, and Disability Insurance
* 401(k) with company match
* Pre-tax spending accounts including health care FSA and commuter savings
* Flexible paid time off
* Professional development reimbursement and ongoing skills training opportunities
* Employee resource groups
* Swag, ticket giveaways, and more!
** Sr. Manager, Customer Ops Knowledge Management
**
* Location:

Jersey City, NJ
* ** About the Role
** The Sr. Manager, Customer Ops Knowledge Management plays a pivotal strategic role in overseeing all aspects of Customer Operations process governance, customer protection, knowledge infrastructure, and information delivery across Operations (Customer Care, Risk, Payments and Fraud), Training, and QA. Leading a high-performing team of process, knowledge management and internal operations self-audit experts, this role is central to ensuring excellence and protection at scale—crafting end-to-end processes, managing content and compliance systems used in Customer Operations, and driving cross-functional initiatives that shape how our operations perform and evolve.

This position serves as a critical partner across the organization, acting as the primary subject matter expert for knowledge ecosystem needs and defining processes & procedures used in Customer Operations. The Senior Manager defines and drives the team’s strategic roadmap and is accountable for mapping highly complex operational flows, auditing documentation and process compliance, and delivering results aligned to company strategic plan.

Finally, this role acts as a key resource for other stakeholder groups that include Compliance, Regulatory, HR, Product, Technology, and Legal among others. To support continuous evolution of the business, the Customer Operations Knowledge Management team acts as a key stakeholder in developing new and refining existing procedures to support and protect operational changes, new products, agent tooling, and more. Serving as the keeper of all process and knowledge content for the division, the Customer Operations Knowledge Management team is called upon to produce artifacts on demand when requested by various internal and external stakeholders.
** Responsibilities
* * Lead, coach, and empower a team of Knowledge Management SMEs and Customer Protection advocates, cultivating a high-performing, collaborative, and growth-oriented environment

Provide structured performance feedback, mentor team members in technical and stakeholder management skills, and ensure professional development across all levels
* Process Governance & Operational Mapping
** Own the full lifecycle of process creation, optimization, and compliance for Customer Operations
* Direct large-scale, end-to-end mapping initiatives across multiple departments and customer journeys
* Serve as the business architect for operational process alignment, ensuring readiness for scaling, automation, and product changes
* Partner with teams across the Company to ensure that all documentation and processes used by Customer Operations meets regulatory and jurisdictional standards
* Knowledge & Content Infrastructure
** Define requirements for knowledge management tooling necessary to manage the expanding scope and complexity of Customer Operations Content Management needs
* Ensures that the knowledge ecosystem (e.g., Zendesk Guide, Sprinklr, SharePoint) and strategic roadmap supports day-to-day operations, regulatory alignment, future scaling, and other strategic initiatives
* Supports the development and QA of customer-facing standard messaging across all operational teams
* Act as the senior point of contact for Customer Operations documentation architecture, taxonomy, and content lifecycle management
* Partners with Customer Operations Platforms to ensure adherence with data retention standards
* Implements change management and version control protocols that ensure all knowledge content is continuously updated and kept current
* Cross-Functional Leadership & Planning
** Act as the primary Process & Content representative for Customer Operations teams, shaping strategic tooling, automation design, and operational readiness
* Influence product, tooling, and self-service enhancements by representing end-user workflows, business risk, and process interdependencies
* Lead planning and documentation support for operational expansions, high-impact initiatives, or compliance-triggered process overhauls
* Represent the team and division overall in leadership forums, work streams, and planning meetings
** Qualifications*
* * Ability to gain and maintain a gaming license through the appropriate jurisdictions as a condition of hire and continued employment
* 4+ years of experience in process management, content strategy, or operational enablement, with at least 2 years in a formal people management or leadership role Proven ability to lead high-performing teams and build scalable frameworks across multiple lines of business Deep…