Knowledge Program Manager

Who we are
We’re Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?

The Knowledge Program Manager plays a key role in driving our knowledge-sharing efforts across the organization and out to our customers. This role requires an individual to strategize, manage content, and work well with a cross-functional team to launch a strong knowledge program.

You’ll work closely with leadership to align our knowledge goals with company objectives, keeping content relevant, accurate, and easy to find. This position allows you to lead projects that improve information flow, empower users with helpful insights, and contribute to Redis’ overall growth—all while supporting your career growth. If you have experience building and maintaining successful Knowledge Base Programs, this opportunity and the company culture may be the perfect fit for you.

WHat will you do:

Knowledge Program Development

Strategize, gain alignment, develop, and launch a knowledge management program structured around the KCS framework.
Develop and manage a strategy to keep knowledge base content relevant and accurate.
Pursue advanced AI tooling to accelerate content creation and consistency.
Standardize tone, style, and format for content to match brand guidelines.

Content Analytics and Continuous Improvement:

Monitor content usage, effectiveness, and customer feedback to measure success and identify areas for improvement.
Utilize data analytics tools to track metrics such as article views, case deflection rates, and user satisfaction.
Implement a continuous content review and improvement process based on user insights and support feedback.

Internal Knowledge Sharing and Enablement:

Collaborate with product marketing, product management, customer support, customer success, and other groups to create content and knowledge solutions.
Create and maintain information architecture to ensure customer success.
Create and maintain internal knowledge resources to support team onboarding, ongoing training, and knowledge sharing.
Train support teams on effective use of the knowledge base and new content updates.
Foster a culture of knowledge sharing by encouraging team members to contribute to the knowledge base.

Content Governance and Maintenance:

Implement governance processes to maintain content accuracy, relevance, and quality.
Conduct periodic content audits to remove outdated information and update existing articles based on product changes.

User Experience (UX) Optimization:

Ensure the knowledge base is structured intuitively and designed with the end-user in mind, making it easy to navigate and search.
Utilize feedback from users to improve search functionality, structure, and overall usability of the knowledge base.

What will you need to have?

Proven Experience in Knowledge Management or a Similar Role – Demonstrated experience in knowledge management, content strategy, or information management, with a track record of successful program development and implementation.
Strong Content Creation and Editorial Skills – Exceptional writing, editing, and content structuring skills, with an ability to maintain a consistent tone and style aligned with company standards.
Expertise in Knowledge Management Systems and Tools – Proficiency with knowledge management platforms (e.g., Zendesk, Confluence, SharePoint) and familiarity with KCS (Knowledge-Centered Service) methodology or similar frameworks.
Data-Driven Decision-Making – Ability to analyze customer usage data and feedback to identify knowledge gaps, improve content quality, and measure the effectiveness of knowledge management initiatives.
Cross-functional collaboration skills – Strong interpersonal skills to work effectively with various departments, ensuring knowledge-sharing practices are well-integrated and aligned with organizational goals.

We give back to our employees:

Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our US team members fantastic benefits and perks:

Competitive salaries and equity grants
Unlimited time off to promote a healthy work-life balance
H/D/V coverage along with 401K, FSA, and commuter benefits
Frequent team celebrations and recreation events
Home internet & phone stipend
Learning and development opportunities
Ability to influence a high-performance company on its way to IPO

The estimated gross base annual salary range for this role is $121,910 – $139,890 per year in New York, California, Washington, Colorado, and Rhode Island. Actual compensation may vary and is dependent on various factors, including a candidate’s work location, qualifications, experience, and competencies. Base annual salary is one component of Redis’ total compensation and competitive benefits package, which may include 401(k), unlimited time off, learning and development opportunities, and comprehensive health and wellness benefits. This role may include discretionary bonuses, stock options, commuter benefits based on location, or a commission plan. Salary history is not used in compensation package decisions. Redis utilizes market pay data to determine compensation, so posted compensation ranges are subject to change as new market data becomes available.

#LI-DNI

As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.

Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to recruiting@redis.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.