Knowledge Management Program Manager

The Reality Labs Developer Success team plays a critical role in connecting Mixed Reality developers with consumers looking for innovative and immersive experiences. As the popularity of the Meta's Horizon platform continues to grow, we are seeking proactive individuals to join our team and help scale our Integrity review operations. We are seeking an experienced Knowledge Management Program Manager with a vendor operations background to join us in this exciting journey. This individual contributor will collaborate closely with Policy, Integrity, Privacy, Support and Vendor Operations teams to define a knowledge management strategy, implement a scalable Knowledge Base and ensure high quality documentation.

Knowledge Management Program Manager Responsibilities:

• Knowledge Management Strategy and Implementation: Develop and execute a knowledge management strategy that aligns with organizational goals and objectives. Evaluate and deploy knowledge management tools to enhance cross-organization operations for vendor teams.
• Collaboration and Content Development: Collaborate with subject matter experts to capture and document knowledge in a variety of formats, such as FAQs, how-to guides, training documentation, and videos. Ensure that knowledge is current, accurate, and easily accessible to all vendor agents.
• Evaluation and Optimization: Analyze knowledge usage metrics to identify areas for improvement and optimize the knowledge management system. Establish benchmarks and processes to assess training effectiveness and recommend improvements.
• Communication and Stakeholder Engagement: Communicate knowledge management program plans, milestones, updates, and risks to stakeholders. Foster and maintain relationships with internal and external stakeholders and leadership.
• Learning Experience Design: Provide consistent and repeatable learning experiences to vendor teams, ensuring curricula match business needs and incorporate regional requirements. Design and develop effective training and knowledge management solutions, including multi-modal materials like e-learning modules, videos, and facilitator guides.
• Program Management and Continuous Improvement: Manage end-to-end training projects, including defining scope, goals, deliverables, and timelines. Set success metrics, review dashboards, and investigate causes and solutions for program performance.
• Vendor Management: Ensure vendor teams comply with Meta requirements, best practices, and key performance indicators, maintaining high standards of quality and safety. Act as the primary point of contact for difficult and urgent escalations, leveraging vendor management experience to resolve complex issues.
• Continuous Improvement: Identify process, policy, and tooling gaps, proposing and implementing solutions in collaboration with Engineering, Policy, and Legal teams.
• Travel up to 30% to visit vendor offices and build relationships with key stakeholders.

• 3+ years of experience in integrity operations, program management, internet technology or management consulting.
• Experience in establishing a knowledge base for scaled operations, including familiarity with knowledge management systems.

• Bachelor's degree in a relevant field highly preferred, such as Business Administration, Operations Management, or Computer Science.
• Extensive experience in the technology industry, specifically in app review or trust and safety operations at scale within major app or content platforms, with knowledge of industry trends and best practices.
• Adult Education, Instructional Design, or a related field, with at least 3 years of experience in designing and delivering training programs for vendor operations teams, including experience in adult learning principles, curriculum design, delivery methods, evaluation, and feedback.
• Experience communicating complex information in a clear and concise manner, with documentation skills and the capacity to facilitate collaborative decision-making processes, utilizing active listening, empathy, and social awareness.
• Experience in managing vendor relationships and operations, including contract negotiation, performance monitoring, and service level agreements (SLAs).
• Experience in selecting, onboarding, and managing third-party vendors.
• Experience working with procurement, legal, and other departments to manage vendor contracts and compliance.