Knowledge Program Manager
KEV Group
Date: 1 week ago
City: Toronto, Ontario
Contract type: Full time
About KEV:
KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, our SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 26,000 schools across North America rely on our solutions to manage over $4 billion in activity funds annually.
The company is headquartered in Toronto with offices in Cambridge, ON and across the U.S., KEV is a portfolio company of Five Arrows. With over €10 billion of assets under management (AUM), the corporate private equity business of Five Arrows invests in companies with highly defensible market positions, strong management teams, and growth-based business models.
Why Join KEV?
As a member of the Services team, the Knowledge Program Manager is responsible for delivering a consistent, scalable, and high-performing content experience that supports both KEV clients and internal teams. This role leads the execution of KEV's knowledge strategy, drives governance across internal and external content, and owns the knowledge program, portals, and customer-facing communication touchpoints.
The ideal candidate brings a strong background in technical and UX writing, leverages AI tools to optimize content quality and performance, and understands how to apply SEO and search behavior analytics to improve discoverability and engagement. This role will work cross-functionally with product, support, enablement, and marketing teams to ensure content is accurate, accessible, and aligned with business goals.
In addition to the above, this role will require acting as a Technical Writer, including authoring Knowledge Based content and Product release notes while concurrently defining and executing the strategy to offload hands-on technical writing via the adoption of authoring technologies, KCS processes, and outsourcing of content creation.
Responsibilities:
We Offer:
KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.
KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.
KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, our SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 26,000 schools across North America rely on our solutions to manage over $4 billion in activity funds annually.
The company is headquartered in Toronto with offices in Cambridge, ON and across the U.S., KEV is a portfolio company of Five Arrows. With over €10 billion of assets under management (AUM), the corporate private equity business of Five Arrows invests in companies with highly defensible market positions, strong management teams, and growth-based business models.
Why Join KEV?
- Work in an industry that benefits children, parents and schools
- Do meaningful and purpose-driven work, and make a real impact
- Join a quickly growing organization with real opportunity for learning and growth
- Passionate and accessible leadership team that cares about people, personally and professionally
- Hybrid work environment (3 days a week in either our North York or Cambridge office)
As a member of the Services team, the Knowledge Program Manager is responsible for delivering a consistent, scalable, and high-performing content experience that supports both KEV clients and internal teams. This role leads the execution of KEV's knowledge strategy, drives governance across internal and external content, and owns the knowledge program, portals, and customer-facing communication touchpoints.
The ideal candidate brings a strong background in technical and UX writing, leverages AI tools to optimize content quality and performance, and understands how to apply SEO and search behavior analytics to improve discoverability and engagement. This role will work cross-functionally with product, support, enablement, and marketing teams to ensure content is accurate, accessible, and aligned with business goals.
In addition to the above, this role will require acting as a Technical Writer, including authoring Knowledge Based content and Product release notes while concurrently defining and executing the strategy to offload hands-on technical writing via the adoption of authoring technologies, KCS processes, and outsourcing of content creation.
Responsibilities:
- Drive the execution of the knowledge strategy and roadmap across customer-facing and internal content, coordinating cross-functional execution, content governance, and knowledge delivery through scalable systems and processes.
- Own and continuously improve knowledge program, portals, and tools - including customer-facing help centers and resources, and internal knowledge bases.
- Create content, including Knowledge Base Articles and Product release notes.
- Collaborate with subject matter experts to create and maintain high-quality customer enablement content including technical documentation, knowledge base articles, and other customer-facing and internal resources.
- Apply UX and content design best practices to ensure information is intuitive, actionable, and easy to navigate.
- Optimize content for search performance using SEO principles, metadata, and usage analytics.
- Leverage AI tools for content quality analysis, tagging, content gap detection, and editorial support.
- Define and enforce content governance standards, including review workflows, ownership models, and content lifecycle management.
- Contribute to the development and maintenance of content taxonomy and information architecture to improve discoverability and usability.
- Ensure content maintains a consistent voice and tone across channels, aligning with KEV's brand and communication standards.
- Lead the rollout and adoption of new knowledge tools, content standards, and governance practices through training, communication, and change management initiatives.
- Partner with Product, Support, Enablement, and Marketing teams to ensure consistency across knowledge and communication touchpoints.
- Partner with Learning and Development to align knowledge resources with
- internal onboarding and training programs.
- Support release readiness and customer communication through timely updates to knowledge content and product release documentation.
- Track, analyze, and report on key knowledge metrics (e.g., case deflection, search success rate, engagement) to inform continuous improvement.)
- 7+ years of experience in knowledge management, technical writing, UX writing, or related content leadership roles.
- Exceptional written and editorial skills with strong attention to clarity, tone, and structure.
- Proven ability to translate complex technical concepts into user-friendly content.
- Experience implementing KCS (knowledge centered service)
- Experience owning or administering knowledge platforms (e.g., Freshdesk, Confluence, etc.).
- Solid understanding of content governance practices, including version control, lifecycle management, and workflow design.
- Familiarity with using AI tools to support content optimization, tagging, and quality analysis.
- Working knowledge of SEO principles and search behavior analytics in the context of knowledge content.
- Strong grasp of UX writing principles and information architecture for digital content.
- Demonstrated ability to lead cross-functional initiatives and collaborate effectively with SMEs and teams.
- Comfortable analyzing and reporting on knowledge performance metrics (e.g., engagement, deflection, search effectiveness).
- Self-starter with excellent project management, prioritization, and organizational skills.
- Experience in SaaS or technology-driven environments preferred.
We Offer:
- Competitive salary
- Comprehensive health and dental benefits
- Professional development opportunities
- Continuing Education
- Great colleagues and collaboration
KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.
KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.
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