Nutanix
Website:
nutanix.com
Company:
https://www.linkedin.com/company/nutanix
Seniority: Not Applicable
Industries: Software Development
Job details:
Job Title: Support Content and Knowledge PM
Hungry, Humble, Honest, with Heart.
The Opportunity
We believe collective knowledge drives exceptional support. While our content currently serves a functional purpose, we are ready to elevate it into a true strategic asset. Nutanix is committed to delivering a proactive, customer-first experience by "shifting left"—empowering our customers with the right answers at the exact moment of need.
We are seeking experienced Content and Knowledge Manager(s) to lead this evolution. In this role, you will align cross-functional teams, leverage your technical expertise, and execute a knowledge strategy that turns our ecosystem into a powerful, customer-enablement engine.
About The Team
You will be a key player in our global Support organization, reporting directly to the head of the Support Project Management Office (PMO) responsible for Strategy and Innovation. Our mission is to scale operational efficiency and elevate customer satisfaction in every interaction. We value action and collaboration, giving you the runway to lead knowledge strategies that make a tangible impact.
Your Role
As the Content & Knowledge Manager, you will transform how technical information flows across the organization. Treating knowledge as a strategic asset, you will partner with our Support Engineers and Subject Matter Experts (SMEs) to build best-in-class knowledge programs.
By championing AI and automation, governing the documentation lifecycle, and optimizing relevance and findability, you will scale our knowledge operations. Ultimately, your work will directly empower support teams, drive self-service, and enhance the overall Nutanix customer experience.
Key Responsibilities Include
- Knowledge & Program Strategy: Design and automate workflows that improve content accessibility, Knowledge Base (KB) performance, and scale support delivery. Drive continuous improvement initiatives based on data-driven insights, user feedback, and modern KM frameworks (e.g. Knowledge-Centered Success (KCS)).
- Content Lifecycle Management: Oversee the end-to-end lifecycle of technical documentation, KB articles, and interactive assets. Empower and educate Support Engineers and SMEs to capture knowledge seamlessly, ensuring all assets align with global Support goals and compliance standards.
- Cross-Functional Leadership: Act as the primary bridge between Support, IT, Product Management, and Engineering teams. Lead knowledge readiness and facilitate communication around content roadmaps to ensure seamless collaboration and frictionless knowledge sharing.
- Metrics & Analytics: Develop reporting frameworks to analyze KB utilization, content value, and effectiveness. Quantify the impact of your programs on scaling Assisted Support, driving self-service success, and improving overall Nutanix Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Optimization: Continually optimize knowledge architecture and searchability. Implement industry best practices and leverage AI-driven search and chat capabilities to ensure the right information reaches the right user at the exact moment of need.
What You Will Bring
- Experience: 5+ years of combined experience in Knowledge Management, Technical Program Management, or Technical Writing within a complex enterprise software, SaaS, or global Technical Support environment.
- Technical Acumen: Exceptional ability to distill complex technical concepts into clear, actionable project plans. Proven experience partnering with engineering and IT/SaaS teams and subject matter experts (SMEs) to scale operations and deliver results.
- Tool Proficiency: Hands-on experience with enterprise KM systems, CRM platforms (ex: Salesforce, ServiceNow), and collaborative tools (e.g. Slack, Confluence, Jira). Familiarity with CMS platforms and enterprise search or AI-driven KM technologies/techniques.
- Operational Excellence: Strong analytical and problem-solving skills with a focus on scaling operations. Familiarity with industry KM frameworks, ITIL, or continuous improvement methodologies (Lean, Six Sigma).
- Project & Stakeholder Management: Proven ability to drive alignment and influence cross-functional teams without direct authority. Excellent organizational skills to manage competing priorities and drive programmatic initiatives from conception to execution.
- Education & Certifications: Bachelor’s degree in Computer Science, Information Systems, Technical Communications, or a related field. Certifications in KCSv6, PMP, or Agile Scrum are highly preferred.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
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