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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