KCS Program Manager

Jama Software® is seeking a strategic and execution-focused KCS (Knowledge-Centered Service) Program Managerto lead the development, implementation, and continuous improvement of our knowledge management practices. This role is critical to embedding KCS across teams, leveraging knowledge to improve AI-powered search and self-service experiences, and aligning support knowledge with broader business objectives to enhance the customer experience.

Success in this role requires strong change management to drive adoption and behavior change, analytical curiosity to test and refine improvements, and agile competency to evolve the program through iterative experimentation and measurable outcomes.

What You'll Do: 

Lead and Mature the KCS Program

• Evolve Jama’s early-stage KCS implementation into a sustainable, integrated program that delivers near-term impact and long-term scalability.

• Define and communicate a clear program roadmap with phased milestones and measurable outcomes.

• Partner with leaders and domain experts to implement best practices.

AI & Knowledge Experience Enhancement

• Improve customer experience by ensuring AI and knowledge deliver fast, relevant answers, reduce effort, and provide clear paths to live support when needed.

• Ensure Support and Service AI strategies align with organizational priorities, enabling immediate customer value and long-term scalability.

• Guide initiatives to enhance AI relevance and knowledge accessibility, working with Product, Engineering, SaaS Ops teams, and subject matter experts.

• Leverage AI within the Solve Loop to improve knowledge capture, reuse, and continuous improvement.

• Monitor KPIs and translate insights into strategic recommendations that strengthen the KCS program and drive continuous improvement.

Program Management

• Apply project and change management practices to plan initiatives, drive awareness, and foster adoption.

• Maintain clear documentation and provide reporting, supporting stakeholders and program alignment.

• Enable organizational readiness and coach teams to embrace best practices.

Enable & Coach Colleagues

• Design onboarding, certification, and coaching programs for all contributor roles.

• Implement recognition strategies and enablement initiatives to sustain engagement and promote knowledge reuse.

• Serve as a mentor and partner to contributors, managers, and subject matter experts to ensure adherence to program standards.

Knowledge Governance & Quality

• Lead the KCS Council to define goals, priorities, and process improvements.

• Establish and maintain enterprise-wide standards for content, metadata, templates, and workflows.

• Partner with domain experts to audit, review, and maintain accuracy, relevance, and discoverability of knowledge.

• Advise on AI effectiveness by ensuring structured content, tagging consistency, and metadata quality.

Tools & Workflow Optimization

• Collaborate with platform administrators and domain experts to embed KCS best practices in Zendesk, Confluence, Slack, and other systems.

• Recommend optimizations—macros, templates, automations—while leaving execution to the respective teams.

What You'll Bring: 

• Proven experience leading programs, operational initiatives, or cross-functional organizational projects with measurable impact
• Proven success launching, scaling, or maturing programs that embed knowledge into organizational workflows
• Strong facilitation, communication, and stakeholder engagement skills across multiple levels of the organization
• Data-driven mindset with experience measuring program impact and presenting insights to leadership
• Competency with project management tools (e.g., Smartsheet, Jira, or equivalent) and workflow optimization
• Understanding of agile, lean, or continuous improvement methodologies, with practical experience applying agile frameworks to program execution
• Experience driving organizational adoption and alignment through structured change management practices

Nice to Have: 

• KCS v6 Practices Certification
• PMI Certification (PMP® or equivalent)
• Familiarity with Jama Connect® or ALM/requirements management tools
• Experience integrating knowledge strategy across cross-functional teams
• Exposure to Knowledge Domain Analysis and/or self-service optimization 

Perks and Benefits: 

• Virtual first and culturally diverse work environment spanning 8 countries. 
• Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions. 
• Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement. 
• Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
• 6+ weeks of paid parental leave to bond with your new family member.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning. 

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders, and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.