Head of Knowledge Management

Job description

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference. In this key global leadership position, you will define the strategic direction, investment plans and capability build roadmap for our knowledge management function. You will lead the transition from a traditional, decentralized knowledge paradigm, characterized by disparate SharePoint sites, static quick reference guides and legacy training materials into a unified, next-generation, AI-enabled knowledge ecosystem. You will be responsible for building, resourcing and executing the program of work required to scale this digital transformation globally, empowering our frontline operations, medical and security specialists with real-time, high-fidelity decision support. Responsibilities: • Define and execute a comprehensive Global Knowledge Management and Conversational AI strategy aligned with International SOS's global operational footprint and strategic digital roadmap. • Build, mentor and lead a high-performing global team of content authors / curators. This includes defining standards and processes for authoring, curating and governing knowledge and ensuring taxonomies are defined and documented. • Develop and govern a multi-phase program of work prioritizing large-scale content migration, content optimization, taxonomy standardization and AI readiness. • Partner with the Head of Training and Development, Trainers, Senior Managers Quality, Quality Managers, Director of Case and Channel Solutions, General Managers Assistance / Heads of Assistance, Medical Directors, Security Directors and Operations Directors to drive adoption, manage change and align local knowledge needs with global standards. • Design and implement a robust, modern knowledge architecture tailored for complex, multi-lingual and high consequence contact centre environments. • Act as the strategic business owner and subject matter expert for the Knowledge Management System and Knowledge Connector / Hub Technology. • Architect content structure specifically designed for AI-driven search, retrieval-augmented generation (RAG) and natural language query optimization over vast enterprise knowledge bases. • Partner with IT and Enterprise Architecture to lead integration efforts connecting the relevant sources of knowledge to enable a unified view for the AC Agent. This includes knowledge authored in the Knowledge Management System, APIs (International SOS proprietary Location based content including Medical and Security Alerts), Paid Subscriptions to External Sources (e.g., Factal, Up-to-Date, Sherpa), Approved HTTP links). • Drive the deployment of real-time agent assist technologies to optimize the "Agent Experience" (AX), reducing cognitive load and lowering Average Handle Time (AHT) while increasing First Contact Resolution (FCR). • Oversee the training and integration of real-time entity and intent detection systems that listen to customer interactions and dynamically surface relevant knowledge. • NiCE (or Equivalent) Copilot Implementation: Act as the business lead for the implementation and optimization of NICE Copilot (and/or adjacent conversational AI assistants), ensuring virtual assistants surface exact, context-aware prompts to agents during live interactions. • Establish and enforce comprehensive content standards, global style guides, taxonomy rules and strict content governance frameworks. • Design and deploy automated and manual QA processes to ensure content accuracy, clinical/operational safety and situational relevance. • Manage the complex content lifecycle across multiple geographies, jurisdictions and languages, ensuring localized operational guidance adheres to global standards. Requirements • Deep, hands-on experience implementing, configuring, or managing the NICE Expert Knowledge Management System and NICE Knowledge Hub. • Proven experience using natural language prompts, configuring conversational AI models and optimizing semantic search over enterprise knowledge systems. • Familiarity with APIs, HTTP integrations and how knowledge bases interact with modern CRM or Ticketing systems (Salesforce, Zendesk, ServiceNow, or custom case management platforms). • Agent Assist Platforms; Experience implementing NICE Copilot or similar real-time agent assist and entity detection technologies. • Sbility to conceptualize high-level digital strategies and translate them into granular, executed project plans. • Exceptional change management capability with the gravitas to influence executive stakeholders and frontline teams alike. • Highly analytical mindset with a focus on measuring the business value of knowledge (e.g., impact on QA scores, agent onboarding speed, CSAT, and operational efficiency). • Typically 5 years of experience in strategic Knowledge Management, Global Contact Center Operations, or Digital Transformation / Digital Enablement leadership roles. • Proven track record of managing knowledge management and content lifecycles in complex, multi-site and multi-lingual global environments (ideally across 10+ contact centers). • Demonstrated success leading cross-functional business and technical teams through complex digital transformations, particularly the migration of legacy knowledge systems into AI-driven platforms. • Bachelor’s degree in Information Science, Computer Science, Business Administration, or a related field (Master's degree or MBA preferred). Benefits: • Private health and dental cover, pension scheme, life assurance • Cycle2work, season ticket loans, gym discounts, childcare vouchers • Access to our employee assistance & employee support programme • Some travel may be required to other Assistance Centres By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025. 13,000 experts | 1,200+ locations | 90 countries | 110+ languages Start your journey with us today. Apply now!