KCS Program Manager

Portland - USA

Monthly Salary: Not Disclosed

Posted on: 25-09-2025

Vacancies: 1 Vacancy

Job Summary

Jama Software is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells electrification space software-defined vehicles surgical robotics and more all rely on Jama Connect requirements management softwareto minimize the risk of defects rework cost overruns and recalls. Using Jama Connect engineering organizations can now intelligently manage the development process by leveraging Live Traceability across best-of-breed tools to measurably improve outcomes. Our rapidly growing customer base spans the automotive medical device life sciences semiconductor aerospace & defense industrial manufacturing consumer electronics financial services and insurance industries.

Jama Software is seeking a strategic and execution-focused KCS (Knowledge-Centered Service) Program Managerto lead the development implementation and continuous improvement of our knowledge management practices. This role is critical to embedding KCS across teams leveraging knowledge to improve AI-powered search and self-service experiences and aligning support knowledge with broader business objectives to enhance the customer experience.

Success in this role requires strong change management to drive adoption and behavior change analytical curiosity to test and refine improvements and agile competency to evolve the program through iterative experimentation and measurable outcomes.

What Youll Do:

Lead and Mature the KCS Program

Evolve Jamas early-stage KCS implementation into a sustainable integrated program that delivers near-term impact and long-term scalability.
Define and communicate a clear program roadmap with phased milestones and measurable outcomes.
Partner with leaders and domain experts to implement best practices.

AI & Knowledge Experience Enhancement

Improve customer experience by ensuring AI and knowledge deliver fast relevant answers reduce effort and provide clear paths to live support when needed.
Ensure Support and Service AI strategies align with organizational priorities enabling immediate customer value and long-term scalability.
Guide initiatives to enhance AI relevance and knowledge accessibility working with Product Engineering SaaS Ops teams and subject matter experts.
Leverage AI within the Solve Loop to improve knowledge capture reuse and continuous improvement.
Monitor KPIs and translate insights into strategic recommendations that strengthen the KCS program and drive continuous improvement.

Program Management

Apply project and change management practices to plan initiatives drive awareness and foster adoption.
Maintain clear documentation and provide reporting supporting stakeholders and program alignment.
Enable organizational readiness and coach teams to embrace best practices.

Enable & Coach Colleagues

Design onboarding certification and coaching programs for all contributor roles.
Implement recognition strategies and enablement initiatives to sustain engagement and promote knowledge reuse.
Serve as a mentor and partner to contributors managers and subject matter experts to ensure adherence to program standards.

Knowledge Governance & Quality

Lead the KCS Council to define goals priorities and process improvements.
Establish and maintain enterprise-wide standards for content metadata templates and workflows.
Partner with domain experts to audit review and maintain accuracy relevance and discoverability of knowledge.
Advise on AI effectiveness by ensuring structured content tagging consistency and metadata quality.

Tools & Workflow Optimization

Collaborate with platform administrators and domain experts to embed KCS best practices in Zendesk Confluence Slack and other systems.
Recommend optimizationsmacros templates automationswhile leaving execution to the respective teams.

What Youll Bring:

Proven experience leading programs operational initiatives or cross-functional organizational projects with measurable impact
Proven success launching scaling or maturing programs that embed knowledge into organizational workflows
Strong facilitation communication and stakeholder engagement skills across multiple levels of the organization
Data-driven mindset with experience measuring program impact and presenting insights to leadership
Competency with project management tools (e.g. Smartsheet Jira or equivalent) and workflow optimization
Understanding of agile lean or continuous improvement methodologies with practical experience applying agile frameworks to program execution
Experience driving organizational adoption and alignment through structured change management practices

Nice to Have:

KCS v6 Practices Certification
PMI Certification (PMP or equivalent)
Familiarity with Jama Connect or ALM/requirements management tools
Experience integrating knowledge strategy across cross-functional teams
Exposure to Knowledge Domain Analysis and/or self-service optimization

Perks and Benefits:

Virtual first and culturally diverse work environment spanning 8 countries.
Ambitious and fun work with a chance to define distinct company-shaping tangible contributions.
Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement.
Comprehensive and affordable medical dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
6 weeks of paid parental leave to bond with your new family member.
Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.

At Jama Software we welcome passionate individuals who have the unrestricted right to work in the United States including natural citizens and Green Card holders and reside in eligible states to join our team.

Jama Software participates in E-Verify and will provide the federal government with your Form I-9.

If you get to this point we hope youre feeling excited about the job you just read. Even if you dont feel that you meet every single requirement we still encourage you to apply. Were eager to meet people that believe in Jama Softwares mission and can contribute to our team in a variety of ways not just candidates who check all the boxes.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to any characteristic protected under federal state or applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us atto request an accommodation.

Required Experience:

Manager