Staff IT Program Manager

Job Description Company Description LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun where everyone can succeed. Join us to transform the way the world works. Job Description Hiring Team Description: LinkedIn is looking for a Knowledge & AI Enablement Lead, within LinkedIn's Productivity Engineering Operations (PE Ops) organization. The Productivity Engineering Operations organization spans technology across LinkedIn's infrastructure, security, and business Products and Applications. We work with IT leaders to transform the employee support experience by delivering support services that are seamless, self-serviced, and automated. An ideal candidate has a background in managing cross-functional programs, building scalable support solutions, driving transformative knowledge management initiatives, and a background in enterprise IT, business technology, technical program management, or product management. We are seeking a visionary and execution-focused leader to transform our knowledge management (KM) function in Productivity Engineering Operations. This is a high-impact role responsible for defining and scaling a knowledge strategy that enables intelligent automation, improves self-service, and prepares our organization to adopt AI technologies across the knowledge lifecycle. You will build the foundation that allows our AI and automation goals to thrive while running ongoing knowledge operations. At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. You will be responsible for content accuracy and developing scalable processes/solutions for maintaining that accuracy. You will also design and implement effective knowledge systems and taxonomies that enhance the organization and accessibility of information. You will lead efforts in building robust information architecture, ensuring content consistency and accuracy, and implementing tools and processes that improve how knowledge is stored, accessed, and maintained across the support team and drive self-service for employees. We're looking for someone who understands both the messy realities of where we are today and can lead us to a future of mature, AI-ready knowledge ecosystems that reduce human support volume and improve end-user experience. Responsibilities: - Design and execute a comprehensive knowledge management strategy into a proactive, structured, and AI-compatible function. - Prepare content and systems for AI integration, including data readiness, metadata enrichment, and source validation. - Pilot and embed AI/LLM solutions (e.g., retrieval-augmented generation, AI chatbots) into knowledge workflows. - Work with platform owners to enable AI-powered search, summarization, auto-tagging, and content suggestions with your knowledge expertise. - Design and implement scalable processes for content creation, review, maintenance, and retirement. - Define and enforce knowledge standards, taxonomy, tagging, and governance models. - Establish and lead a knowledge council to coordinate contributions across engineering, support, and product teams. - Establish and monitor key performance indicators (KPIs) for knowledge management and self-service initiatives to indicate the efficacy of content and deflection rates - Partner with Product, TPM and other departments to ensure seamless integration of self-service solutions. - Monitor and analyze self-service usage and effectiveness, making data-driven improvements. - Act as an owner of your program. You own the end-to-end execution of your assigned programs and are able to navigate ambiguous situations to drive programs forward to delivery. - You have strong organizational planning skills, exceptional communications skills, relationship management skills, and an understanding of ServiceNow, KCS systems, and IT operational technologies. - Partner with key cross-functional teams including Sales, TPM, Product, Infrastructure and Infosec teams to manage dependencies and collaborate to solve problems. - Help teams be more efficient by designing and executing process and strategy changes to ensure processes and the team can scale to the need of organization. Qualifications Basic Qualifications: - B.A./B.S. Degree in a related technical discipline, or equivalent practical experience - 5+ years of experience in Knowledge Management, IT program management, product management, or management consulting. - 3+ years of experience leading successful knowledge management initiatives in the IT service management space. - 3+ years of experience creating & executing programs and project strategy with clear & measurable success metrics. - 3+ years of experience with IT service management and support ticketing tools (e.g. ServiceNow, ZenDesk, etc.). Preferred Qualifications: - 8+ years experience of Knowledge Management, IT project management, program management, business analyst or consulting in the technology industry specifically SaaS companies. - Exposure to or direct experience embedding AI/ML into content system or knowledge lifecycle. - Experience in knowledge management principles, self-service technologies, and customer experience best practices. - Experience with knowledge management systems (KMS) and content management systems (CMS). - Proficiency in data analysis tools such as Tableau, Power BI, or SQL to track KPIs and drive data-informed decisions. - Ability to quickly build relationships and establish trust within a technical organization. - Ability to create data driven strategies & recommendations to influence senior leaders. Suggested Skills: - Analytical and consulting skills - Communication Skills - Customer Support Operations - Knowledge management Additional Information India Disability Policy LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf Global Data Privacy Notice for Job Candidates Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.