Sr. Manager, Customer Ops Knowledge Management

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 

Team Leadership & Strategy 

• Lead, coach, and empower a team of Knowledge Management SMEs and Customer Protection advocates, cultivating a high-performing, collaborative, and growth-oriented environment 

• Define strategic planning and goal setting for the team while setting ambitious yet achievable objectives aligned with company and division goals 

• Define KPIs that track team success across process health, documentation coverage, accuracy, content engagement, and audit readiness 

• Provide structured performance feedback, mentor team members in technical and stakeholder management skills, and ensure professional development across all levels 

• Foster a culture of accountability, innovation, and continuous improvement 

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, workstreams, and planning meetings 

Audit, Compliance & Risk Mitigation 

• Oversee internal and external audit preparations and responses, ensuring all documentation is current, compliant, version controlled, and defensible 

• Partner with Compliance and Legal to maintain auditable controls across all documented areas, especially in high-risk or regulated jurisdictions 

• Proactively identify and resolve documentation or process risks through cross-functional remediation 

• Consistently conduct audits for compliance with various protocols which may require working through others such as QA, Insights & Analytics, BI, etc. 

Qualifications 

Required: 

• 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 understanding of regulated operations, internal control requirements, and process auditing 

• Strong analytical, strategic planning, and stakeholder engagement skills 

• Exceptional organizational, writing and communication skills with an eye for clarity, detail, and usability 

• Experience managing large-scale knowledge bases, CMS platforms (e.g., Zendesk Guide, Sprinklr, SharePoint), and standard messaging libraries 

• Proven success collaborating with stakeholders across divisions and varying levels organizationally  

• Ability to manage multiple priorities under tight timelines while maintaining quality. 

Preferred: 

• Strong preference for experience in the gaming, fintech, or sports betting industries 

• Familiarity with knowledge system integrations into self-service platforms, IVRs, and/or AI-powered digital journeys 

• Working knowledge of content tagging, taxonomy systems, and knowledge delivery UX principles