Manager, Enterprise Knowledge Management Tech Service Agent

About Ingredion:

Join Ingredion where innovation impacts lives worldwide! Without even realizing it youve experienced our work in your favorite chocolate your pets food the paper you write on and your everyday snacks. As a global powerhouse across more than 60 industries we harness the potential of natural ingredients to transform lives. Whether youre just starting your career or bringing years of experience theres a place for you here to make a real difference. Be part of our team that values a wide range of perspectives and is committed to shaping a better world with every product we create.

Location: Bridgewater NJ

Workplace type: Hybrid

The Enterprise Knowledge Management Owner is responsible for leading Ingredions enterprise-wide Knowledge Management (KM). This role ensures the health relevance and strategic alignment of the knowledge base driving adoption continuous improvement and measurable business impact. The KM Owner will establish content standards workflows and feedback mechanisms and coordinate cross-functional teams to deliver a thriving knowledge culture that supports both AI Assistants for customer self-service and Customer Innovation Technical Service teams.

This role reports to the Sr. Director Commercial Capabilities Development Customer Experience & Solutions Selling.

Key Responsibilities

• Program Leadership
  • Champion and coordinate the enterprise KM program communicating its value and impact to all stakeholders.
• Content Governance & Quality
  • Establish and maintain content standards workflows and feedback mechanisms for knowledge creation maintenance governance and dissemination.
  • Monitor and maintain overall content health using checklists and metrics to assess adherence to standards article reuse customer ratings and domain relevance.
  • Decide when to formalize and consolidate agent-created articles for broader use.
• Stakeholder Engagement & Communication
  • Develop and execute communication plans to secure buy-in explain program purpose and celebrate progress across all stakeholder groups.
  • Facilitate program progress communication and team updates to ensure transparency and engagement.
• Continuous Improvement & Recognition
  • Use analytics and feedback to optimize KM practices technology and user experience.
  • Implement recognition programs to reinforce desired behaviors and outcomes evolving from activity-based to outcome-based recognition as the program matures.
• Cross-Functional Collaboration
  • Work with IT content specialists Go-to-Market teams to ensure technology platforms support KM workflows and that training is delivered effectively.
  • Collaborate with other functional areas (e.g. Product Documentation Quality Change Management) to promote efficiency and avoid duplication of work.
• Technology & Innovation
  • Assess and recommend AI KM technology solutions to enhance knowledge capture search and delivery for customers and Customer Innovation Technical Service team.
  • Ensure integration with CRM self-service portals and other enterprise platforms.

Qualifications

• Bachelors degree in Information Science Business or related field; Masters preferred.
• 10 years experience in Knowledge Management Digital Transformation or related disciplines.
• Proven experience leading KM programs in a complex global organization.
• Strong understanding of KM frameworks governance and technology platforms (including AI/ML).
• Excellent communication stakeholder management and change leadership skills.
• Experience with content standards quality assurance and continuous improvement methodologies.

Success Metrics

• Adoption rate of KM tools and processes across the enterprise.
• Quality and relevance of knowledge base content (measured by reuse ratings and business impact).
• Stakeholder engagement and satisfaction.
• Efficiency gains in customer self-service and internal support.
• Continuous improvement in KM program maturity and outcomes.

Why Join Ingredion

Discover why Ingredion is the ideal place to advance your career with our exceptional rewards and benefits package designed to help you thrive. Create the future with us and enjoy:

• Total Rewards Package Competitive salary and performance-based pay recognizing your contributions to our success
• Comprehensive Benefits & Wellness Support Health long-term savings and resources for your physical mental and emotional well-being
• Flexible Work Arrangements We value flexibility to support you both professionally and personally
• Career Growth Learning training and development opportunities including tuition reimbursement
• Employee Recognition Program A culture of real-time appreciation with personalized recognition rewards globally
• Employee Discount Program Provides exclusive discounts on everyday products services and travel

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Ingredion uses AI-enabled tools to support parts of the recruitment process including resume screening and interview scheduling. These tools help match candidate skills to job requirements and streamline communication. All AI-assisted decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws. By applying you acknowledge that AI may be used to support your application journey.

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