Global Knowledge Governance Program Lead, Standards & Platforms

Global Knowledge Governance Program Lead, Standards & Platforms Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** The Head of Knowledge Governance, Standards, and Platforms owns the rules, standards, and platform guardrails that ensure the Customer-Support Global Content team delivers high-quality, compliant, and scalable knowledge across all channels. This role ensures that experience-led strategy is translated into enforceable standards and supported by the right platform capabilities. This leader operates horizontally across personas, surfaces, and modalities, ensuring consistency and quality across both human- and AI-delivered experiences. While this role does not define experience strategy or information architecture, it is accountable for codifying those decisions into governance models, standards, and platform configurations that can operate at scale. This is a senior leadership role responsible for building and scaling governance in a tech-first, AI-enabled knowledge organization. **What You Will Do:** ### **Set and Scale Knowledge Governance & Standards** 1. Define and evolve the governance vision for a modern, AI-enabled knowledge organization 2. Establish governance models that support centralized ownership, COPE principles, and AI-ready knowledge 3. Own content standards, guidelines, and lifecycle rules across all knowledge types and modalities 4. Ensure standards are consistently applied across human-authored and machine-generated experiences 5. Partner with Experience and Strategy teams to translate experience architecture into enforceable standards 6. Continuously evolve governance and standards based on regulatory needs, platform capabilities, and operational learnings ### **Own Knowledge Platforms & Enablement** 1. Own platform policies, configurations, and guardrails across knowledge tooling (e.g., CMS, KMS, AI-adjacent platforms) 2. Manage platform vendors and provide strategic input into platform roadmaps and investment decisions 3. Ensure platforms support approved knowledge models, taxonomy, and metadata schemas 4. Partner with P