Program/Project Manager

Program/Project Manager

Location: Fremont, CA (Hybrid) Contract: 12+ Month

Job Description:

The KM Administrator is responsible for the day-to-day operation, support, governance, and continuous improvement of knowledge management services and processes. This includes managing shared inboxes, responding to internal and external requests within established service level commitments, and generating reports and insights for management review. Core responsibilities include email and request management, quality assurance, user administration, access controls, content translation, and ensuring compliance with established business processes and support standards. The role is accountable for documenting support processes, maintaining operational procedures, and ensuring that support teams consistently follow documented practices. The KM Administrator monitors process effectiveness, identifies opportunities for improvement, and drives enhancements that increase efficiency, quality, and user satisfaction. In addition, the KM Administrator builds, curates, and maintains knowledge base content to support self-service and agentic support experiences, ensuring information is accurate, current, searchable, and aligned with business needs. The role also develops and utilizes analytics and reporting capabilities to understand user behavior, measure value delivery, identify knowledge gaps, and assess support team performance. Through data-driven insights, the KM Administrator helps optimize support operations, improve knowledge adoption, and enhance the overall user experience.

Skills:

The ideal candidate has demonstrated a strong attention to detail, effectiveness in working cross functionally, and an ability to define and resolve problems. They should be able to work independently to meet deadlines and communicate with team members and stakeholders effectively.

MS Office required

Ability to develop / Specify reports in Power BI - required

Use of AI tools (Co-Pilot) - required

Content Management System beneficial

Product Lifecycle Management - beneficial

Education:

Minimum of 2 years of related experience with a Bachelors degree; or an advanced degree without experience; or equivalent work experience.

Pay Transparency: The expected pay range for this position is $50.00$55.00 per hour. Final compensation will be determined based on experience, skills, and qualifications. Non-exempt employees are eligible for overtime. Full-time employees are eligible to select from different benefits packages. Packages may include medical, 401(k) without employer match. Paid Sick leave is provided based on state or local laws.