Job Title:

Product Manager - Knowledge Management-1

Overview:

Who is Mastercard?

The Services organization is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.

Within Services, the Insights & Enablement group aims at constantly improving the overall effectiveness and efficiency of the organization, including Advisors & Consulting Services, Business Development and Product teams.

Overview:

We are seeking a highly motivated and experienced Product Manager to support our Knowledge Management initiatives. The ideal candidate will be responsible for supporting the development, implementation, and continuous improvement of our knowledge management systems and processes. This role requires a proactive thinker with a strong background in knowledge management and a passion for enhancing organizational knowledge sharing and collaboration.

Role:

• Manage content governance process definition and content management
• Focus on enhancing the user experience by improving navigation, content hierarchy, and overall usability of KM systems
• Administer relevant features of content management platform, including metadata taxonomy, keywords for promoted search results, connectivity with Salesforce, etc.
• Implement standard approach and accountability for refreshing content
• Leverage Gen AI capabilities to more effectively identify and retrieve relevant information
• Work closely with cross-functional teams, including IT, A&CS, BD, Product, etc., to ensure seamless integration and adoption of KM tools
• Establish measurement and success metrics and tracking for continuous improvement, including user-based feedback
• Develop and deliver training programs to ensure effective use of KM tools and promote a culture of knowledge sharing within the organization




All about you:

• Bachelor's degree in Business Administration, Information Technology, or a related field
• Experience with content management capabilities, including managing libraries of assets and/or sales enablement libraries
• Experience with knowledge management tools and platforms
• Proficient in understanding and maintaining metadata/taxonomy schemes
• Experience in large-scale, cross functional initiatives
• Comfortable in a fast-paced environment with competing priorities and ambiguity; you enjoy figuring out what needs to be done and then making it happen
• Experience with AI and deep learning technologies to enhance knowledge management capabilities
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Possess a strong problem-solving ability, attention to detail, and a sense of urgency with a customer service focus