Manager, Content Management

Manager, Content Management

Deloitte Global is seeking a Manager, Content Management to join their Knowledge Services team. This role is responsible for defining and leading programs that ensure the trust, accuracy, consistency, and usability of content within the global Knowledge Exchange (KX) platform. This position is critical for maintaining a robust knowledge repository and enhancing how professionals access content and expertise. The role also plays a key part in enabling effective Generative AI tools by ensuring AI-driven experiences are based on reliable and well-structured knowledge.

What You Will Do:

• Lead the planning and execution of a Content Quality program to improve KX data quality and user trust.
• Establish and operationalize content governance principles (e.g., trusted sourcing, consistent standards, lifecycle accountability).
• Enable the classification and management of "authoritative" content with clear standards for accuracy and reliability.
• Lead the design and rollout of approaches to optimize content for Gen AI experiences.
• Support the design and implementation of AI-driven methods to assess automated publishing accuracy and overall KX content health.
• Partner with KX Product Managers to enhance platform capabilities for quality and metadata application.
• Define and manage quality-related KPIs to measure effectiveness and drive continuous improvement.
• Lead Deloitte People Network moderation to uphold content quality and standards.
• Manage the Client Confidentiality program to ensure content management aligns with client expectations and protection requirements.
• Develop policies for specialized content handling based on confidentiality agreements.
• Educate teams and users on client confidentiality policies, cleansing guidelines, and sensitive content management.
• Inform teams on publishing best practices for discoverability while maintaining confidentiality.

About The Team:

Global CoRe provides essential services including knowledge services, creative services, contact center, data management, data protection, procurement, and real estate. The team focuses on developing innovative service delivery methods leveraging global scope and strength.

Qualifications:

• Minimum of 6 years of relevant experience.
• Experience in knowledge management and a global professional services organization preferred.
• Experience guiding global operations/support teams in a virtual environment.
• Strong knowledge of client information protection, personal information management, and data residency requirements.
• Proficiency in AI and Generative AI concepts and tools, with responsible application adhering to data, risk, and ethical standards.
• Detail-oriented, diligent, analytical, curious, and able to problem-solve and make connections.
• Excellent communication and interpersonal skills, with ability to build rapport and manage expectations.
• Experience developing and managing processes.
• Excellent planning and organizational skills.
• Strong customer focus and quality obsession.
• Education in Library Sciences/Knowledge Management/Information Management preferred.

Key Skills/Competency:

• Content Quality Management
• Knowledge Management
• Content Governance
• Generative AI
• Client Confidentiality
• Data Quality
• KPI Management
• Process Development
• Information Management
• Global Operations