Title: Knowledge Manager

Location: Alameda, CA

Duration: 12 Months

100% Onsite

Summary

This role supports the execution of global knowledge management initiatives for customer service. It focuses on hands-on content management, knowledge base optimization, reporting, and ongoing analysis, with an emphasis on Salesforce Knowledge and AI-enabled tools.

Required Experience

• Minimum 3 years in knowledge management, content management, or a related field.
• Experience supporting or maintaining a knowledge management system or database.
• Strong experience with Salesforce Knowledge is required.
• Experience working with AI tools in knowledge management environments.
• Background in customer service or support organizations.

Key Skills

• Content organization and lifecycle management.
• Knowledge base maintenance and taxonomy management.
• Strong communication and coordination skills.
• Reporting, analytics, and data interpretation.
• Managing translation and localization of content.

Education

• Bachelor's degree required.

Role Responsibilities

Knowledge Management and Content Operations

• Support the full lifecycle of knowledge content, including creation, editing, review, publishing, and archiving.
• Identify and resolve content gaps, inconsistencies, and inaccuracies.
• Maintain and apply standards for content structure, taxonomy, and tagging.
• Ensure consistency of knowledge content across regions.
• Assist with localization and translation workflows.

Salesforce Knowledge and AI Support

• Support ongoing enhancements to Salesforce Knowledge, including Einstein features.
• Use AI tools to improve content quality, searchability, and recommendations.
• Maintain and organize the knowledge database to ensure usability and accuracy.

Process Execution and Coordination

• Execute established content governance processes and workflows.
• Track timelines for content updates and coordinate with regional contributors.
• Support stakeholder collaboration by facilitating content updates and feedback loops.
• Assist in training users on knowledge creation and management tools.

Reporting and Analysis

• Generate reports on content performance, usage, and effectiveness.
• Track key metrics such as article utilization and content health.
• Analyze data to identify trends, gaps, and improvement opportunities.
• Support continuous improvement of knowledge management practices.

Daily Activities

• Create and update knowledge content for global customer service teams.
• Monitor and report on content performance metrics.
• Collect and incorporate feedback from support agents.
• Maintain organization and quality of the knowledge base.
• Analyze AI performance, optimize source content.
• Complete various efforts assigned from KM projects.

Success Metrics

• Accuracy, quality, and timeliness of content updates.
• Knowledge article usage and effectiveness.
• Improvements in content organization and accessibility.
• Quality and usefulness of reporting and analysis.
• Significant contribution to ongoing KM improvement projects.

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.

• Published on 10 Jul 2026, 8:45 PM