Player Support Knowledge Program Manager

20 hours ago

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IDR is seeking a Player Support Knowledge Program Manager to join one of our top clients for an opportunity in Mercer Island, WA. In this role, you’ll lead and enhance knowledge management practices that improve player self-service and increase support agent efficiency. You’ll partner with global stakeholders to optimize knowledge processes, content quality, and the effective use of AI-enabled knowledge tools.

Position Overview for the Player Support Knowledge Program Manager:

Lead programs and projects that improve knowledge management practices and the end-to-end knowledge journey for players and support agents
Drive strategies to expand the reach and effectiveness of player-facing support knowledge, including enabling successful self-service
Partner across teams to recommend and optimize knowledge tools and processes (including knowledge management platforms and AI-assisted capabilities)
Create, review, and refine knowledge content for global audiences (knowledge articles, macros, communications, and related materials)
Monitor program adoption, quality standards, effectiveness metrics, and user feedback to guide continuous improvement

Requirements for the Player Support Knowledge Program Manager:

2–4 years of experience in a knowledge management role
Experience leveraging AI/LLM tools within a knowledge management context
Proven ability to build and manage strategic programs that improve operational effectiveness
Strong written communication skills and experience writing to a style guide/defined voice
Experience planning and executing cross-functional initiatives from discovery through delivery and iteration

What's in it for you?

Competitive compensation package
Full Benefits; Medical, Vision, Dental, and more!
Opportunity to get in with an industry leading organization.

Why IDR?

25+ Years of Proven Industry Experience in 4 major markets
Employee Stock Ownership Program
Dedicated Engagement Manager who is committed to you and your success.
Medical, Dental, Vision, and Life Insurance
ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.

#LI-Hybrid IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws. To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here. Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com