Manager, Knowledge Management & AI Enablement

Description

Our Team and What We’ll Accomplish Together

Join the People & Culture (P&C) Digital Enablement and Analytics team as we redefine how knowledge and technology empower our global workforce. We are looking for a visionary leader to bridge the gap between human expertise and digital innovation.

In this dual-impact role, you will lead the charge in architecting a centralized Knowledge Management (KM) governance framework and spearheading the AI Enablement roadmap for our P&C ecosystem. In this role, you will lead the design of a unified knowledge experience, ensuring team members have efficient access to the information they need. By leveraging cutting-edge AI and sophisticated ticketing solutions (e.g., ServiceNow, SuccessFactors) you will provide team members with intuitive, instant support while optimizing P&C workflows to be leaner and more efficient. If you are a strategic thinker who thrives at the intersection of data, governance, and people-centric technology, we want you on our team.

What You’ll Do

Knowledge Management Strategy

• Centralized KM Framework: Establish and lead a global KM governance framework to ensure a consistent, accurate, and unified experience across P&C
• Platform Stewardship: Own the strategic roadmap and evolution of the global KM ecosystem, ensuring it remains scalable, intuitive, and effective in supporting TELUS’s international footprint
• Content Excellence: Define rigorous standards for content lifecycle, including global formatting, accuracy audits, and proactive expiration protocols
• UX & Self-Service: Lead a team in establishing documentation guidelines and coaching content creators on UX writing principles to ensure high clarity and maximum self-service resolution
  
  
  

Ticketing & Workflow Optimization

• System Strategy: Oversee the selection, implementation, and governance of our global ticketing system (e.g., ServiceNow or SuccessFactors AskHR)
• Self-Service Evolution: Optimize intake forms and automated workflows to increase efficiency. Lead the self-service roadmap to drive inquiry deflection and a frictionless team member experience
  
  
  

Document Lifecycle & Compliance

• Global DMS Implementation: Oversee the end-to-end deployment and operational management of a centralized Document Management System (DMS)
• Compliance & Retention: Ensure all documentation practices meet strict regional compliance, legal requirements, and data retention policies
• Systems Integration: Architect the integration of the DMS within the P&C ecosystem to ensure secure, seamless, and audit-ready record storage
  
  
  

AI Enablement & Roadmap Development

• Strategic Roadmap: Develop and execute a multi-year AI Roadmap for P&C, ensuring all initiatives align with internal ethics, security and data privacy requirements, and legal policies
• User Journey Ownership: Map and own the end-to-end team member experience for AI-driven interactions, ensuring that technical solutions are intuitive, usable, and solve real-world friction points
• AI Literacy & Advocacy: Champion AI literacy across the P&C sector, empowering team members to adopt new technologies with confidence
• Technical Synergy: Ensure seamless integration and synergy between SaaS AI capabilities and internal custom-built developments
  
  
  

Qualifications

What You Bring

• Strategic Leadership: 5+ years of experience in Knowledge Management and HR Technology implementation, with at least 2 years in a people leadership role
• Solution Expertise: Hands-on experience with ticketing solutions such as ServiceNow or SuccessFactors is highly preferred
• AI Fluency: A solid understanding of AI applications in a business context and the nuances of AI deployment
• Governance Mastery: Proven track record of establishing governance structures for content in a large, complex organizational environment
• Human-Centric Content Strategy: Knowledge of UX writing principles, with a passion for coaching others to create concise, actionable, and user-friendly documentation
• Collaborative Mindset: Exceptional ability to navigate and influence relationships across departments
• Strategic Vision: Proven ability to translate complex business needs into a technical roadmap and actionable requirements
• Education: Bachelor’s degree in Business, Human Resources, Information Management, or a related field
  
  
  

Nice to Have

• Master’s degree or MBA
• Experience in a global or multi-regional corporate environment
• HR Domain Expertise: Solid understanding of HR operations and lifecycle processes (e.g., onboarding, benefits, leaves) to ensure tech solutions meet real-world needs
  
  
  

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.