Knowledge Management Team Lead

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description Job Brief The Knowledge Management (KM) Team Lead supports the day-to-day operations, governance, quality, and continuous improvement of the Knowledge Management function. This role applies advanced expertise to ensure that enterprise knowledge is accurate, searchable, user-friendly, compliant, and ready for digital and AI-enabled channels. The KM Team Lead provides leadership and guidance to the team in partnership with the KM Manager, supports the execution of Knowledge Management strategies and initiatives, and collaborates with cross-functional stakeholders to enhance knowledge sharing, improve employee and agent self-service, and support service delivery, transition activities, and operational excellence. Team Leadership & Operational Management Lead, mentor, and develop the KM team, ensuring alignment with goals, SLAs, and individual career development. Support the KM Manager in managing workload distribution, priorities, timelines, and resource planning across KM requests, projects, and article reviews, and operational deliverables. Provide guidance in content quality, governance, stakeholder management, analytics, and AI-ready content. Promote a culture of accountability, collaboration, continuous improvement, and service excellence. Conduct audits to validate the accuracy, relevance, and compliance of documentation and processes. Support the KM Manager in translating KM strategy into operational plans, team priorities, governance activities, and roadmap execution. Knowledge Governance and Content Quality Support the implementation and consistent application of approved standards for article structure, tone, formatting, accessibility, searchability, and audience alignment. Coordinate and guide activities throughout the article lifecycle, including creation, review, approval, publication, maintenance, retirement, and version control. Partner with functional groups, content owners, subject matter experts, and global stakeholders to support content creation, address knowledge gaps, and enhance content quality. Help maintain a reliable source of truth by identifying opportunities to reduce duplicate, outdated, inconsistent, or low-value content. Provide guidance to content owners on established KM governance standards, requirements, and review timelines. Support the maintenance and continuous improvement of content guidelines, best practices, and standards to promote quality, consistency, compliance, and AI readiness. Conduct content audits and leverage analytics to identify knowledge gaps, content performance trends, user behavior insights, and improvement opportunities. Project Management & Strategic Initiatives Lead assigned content projects and KM initiatives from planning and kickoff through implementation, rollout, and post-implementation review. Coordinate and support continuous improvement initiatives, including planning activities, implementation, reporting, knowledge transfer, and rollout sessions. Identify risks, dependencies, and potential barriers to delivery, providing recommendations and escalating concerns when appropriate. Facilitate cross-functional meetings and working sessions to help keep projects aligned with agreed objectives and timelines. Partner with content owners, process owners, GBS operations, technology teams, and business stakeholders to align knowledge outputs with business requirements, service delivery goals, and system capabilities. Support AI adoption efforts by helping ensure knowledge content is accurate, structured, searchable, and optimized for digital and AI-enabled experiences. Participate in testing activities related to KM processes and tools, including validation of functionality, search effectiveness, content performance, and user experience. Identify opportunities to improve KM processes, team effectiveness, content quality, and operational efficiency, and partner with the KM Manager on implementation activities. Stay informed of relevant system capabilities, industry practices, and emerging approaches related to knowledge creation, sharing, and access. Stakeholder Engagement Serve as a key point of contact for assigned knowledge-related initiatives, operational matters, and stakeholder inquiries. Collaborate with subject matter experts, content owners, process owners, department leaders, technology partners, and other stakeholders to support Knowledge Management objectives. Gather, evaluate, and communicate stakeholder feedback to support continuous improvement of knowledge content, processes, and user experience. Reporting and Analytics Analyze operational data, content metrics, performance trends, and program results to identify improvement opportunities and inform decision-making. Provide insights and recommendations based on SLA, KPI, quality, search, usage, and content inventory metrics. Conduct team performance reviews, coaching discussions, and development activities in alignment with people management responsibilities. Maintain dashboards, reports, historical records, and analysis related to content lifecycle activities, article inventories, quality outcomes, knowledge usage, and operational performance. Qualifications Bachelor’s Degree in a relevant field or equivalent professional experience. 6+ years of experience in Knowledge Management, 2+ years of experience leading a team Prior experience working in Shared Services or related industry Experience using different knowledge platforms such as ServiceNow, Jira, Freshservice, BMC Helix, Salesforce, Zendesk Experience in content writing, continuous improvement, reporting, dashboards, process documentation, or UI/UX improvement Advanced proficiency in MS Office tools (Word, Outlook) Advanced proficiency in MS Excel and PowerPoint for reporting and analytics Intermediate proficiency in HTML or basic web content formatting. Exceptional written and verbal communication skills Experience conducting system testing, documenting defects, and preparing enhancement proposals. Strong people management, stakeholder management, and coaching skills. Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously Strong analytical and strategic thinking skills, with the ability to translate ideas, data, and feedback into actionable plans. Must be willing to work mid shifts and hybrid set-up of 3 days onsite per week. Preferred Qualifications Experience with Workday, SharePoint, Power BI, virtual agents, enterprise search, or AI-enabled platforms. Exposure to AI search, generative AI, chatbot content design, translation processes Experience supporting a transition to an AI-powered knowledge base Demonstrated success building, improving, or scaling AI-powered support capabilities in a global enterprise environment. Experience using AI-powered assistants such as Gemini, Copilot, Moveworks-powered chat, or similar enterprise tools. Understanding of AI and machine learning concepts, including large language models, retrieval-augmented generation, and prompt engineering. Additional Information At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, and service recognition awards. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.