Technical Product Manager

Insight Global is seeking a Technical Knowledge Product Manager to lead the strategy, governance, and evolution of operational knowledge across a complex technology and operations environment. This role will focus on transforming fragmented information into structured, trusted, and scalable knowledge assets that improve operational efficiency, support digital workflows, and enable AI-powered support experiences.

The ideal candidate brings a strong combination of product management, operational excellence, stakeholder management, and knowledge systems experience. You will work cross-functionally with support, engineering, product, and operations teams to ensure critical knowledge is accurate, discoverable, governed, and continuously improved.

Responsibilites:

• Develop and execute a knowledge management strategy across multiple products, platforms, and operational workflows.
• Partner with support, product, engineering, and release teams to identify and eliminate knowledge gaps, outdated content, conflicting guidance, and operational friction points.
• Establish scalable frameworks for knowledge creation, review, governance, maintenance, and lifecycle management.
• Drive the consolidation and optimization of operational documentation, including product documentation, release communications, runbooks, troubleshooting guides, support content, FAQs, and operational playbooks.
• Define and enforce standards for content quality, taxonomy, metadata, information architecture, and governance.
• Collaborate with subject matter experts to convert tribal knowledge and fragmented documentation into reusable, searchable, and trusted knowledge assets.
• Improve how knowledge supports digital support experiences, workflow automation, AI-driven support systems, and agentic workflows.
• Partner with platform and operations teams to improve knowledge quality through prompt analysis, answer quality reviews, workflow optimization, replay analysis, and model evaluation activities.
• Identify and reduce knowledge debt, including undocumented processes, recurring workarounds, obsolete content, and inconsistent operational guidance.
• Enable operational teams through structured knowledge, training materials, and real-world support scenarios.
• Develop reporting and visibility into knowledge health, coverage, adoption, effectiveness, and business impact.

Required Skills & Experience:

• 5+ years of years of experience in Product Management or Program Management
• Proven track record developing knowledge strategies, governance frameworks, taxonomies, content standards, and information architecture.
• Experience with internal support ecosystems or enterprise tools such as Confluence, Jira, ServiceNow, Zendesk, or similar.
• Familiarity with AI-assisted support, agentic workflows, retrieval-based systems, or human-in-the-loop operational models.
• Demonstrated experience leading large-scale cross-functional initiatives involving product, engineering, support, and operational stakeholders.
• Experience translating operational challenges into scalable workflows, processes, requirements, and measurable improvements.
• Strong stakeholder management skills with the ability to influence technical and non-technical audiences at multiple levels of an organization.
• Experience working with enterprise knowledge systems, workflow platforms, content management systems, or support enablement platforms.