Knowledge Strategy & Enablement Manager

The Knowledge Strategy & Enablement Manager is responsible for managing and disseminating product-related knowledge for the benefit of Customer Support agents customers and AI agents. This role combines business acumen technology software and coaching skills to enhance team performance. The ideal candidate will have a good background in the RealPage product portfolio is detail-oriented has excellent communication skills and proven ability to lead and grow others. This is a strategic role working collaboratively with various teams to ensure the efficient flow of knowledge.

Responsible forenhancing the knowledge proficiencyand effectiveness of RealPages Customer Support agents and AI agents. This role focuses oncurating content training mentoring and continuous improvementto ensure agents can effectively resolve technical issues related to RealPage software. By collaborating with key Operations team members this leader is a hands-on coach and people leader. The Knowledge Strategy & Enablement Manager directly impactsCustomer Supports resolution rate case deflection and customer satisfaction through a high-quality and accurate knowledge base.

PRIMARY RESPONSIBILITIES

Knowledge Coach and People Leader

• Leads a team of 5-10 knowledge authors and coaches
• Acts as the primary product knowledge consultant to Operations CX and Training.
• Represents the Knowledge function in business-level strategy planning and quarterly reviews.
• Teaches trains and ensures clear goals and growth plans for team members
• Supports cross-functional governance for knowledge standards with key stakeholders in Product Management Training Tier 1 2 and 3 Operations BEST
• Provides training and support on use of knowledge base and tools
• Active and hands-on member of the team
• Partners cross-functionally with Product Support and Training to anticipate knowledge needsnot just respond to thembased on product changes case trends emerging risks and customer insights.
• Manages risk and understands the impact to the organization
• Works autonomously with guidance on complex situations

Knowledge Strategies and Knowledge Base

• Leads and executes a short and long-term strategy for knowledge management at RealPage
• Creates maintains and updates the companys knowledge base for agents customers and AI agents
• Collaborates crossfunctionally with Product Support Operations Training and AI program leaders to ensure knowledge priorities are aligned with AIrelated initiatives providing content readiness structured data and subjectmatter input to support AI development and optimization efforts.

Knowledge Workflow Ownership

• Case Management : Knowledge needs identification creation validation publication
• Product Releases : Proactive engagement with Product Updates (release notes)
• Product Launch & Support Readiness: Cross-functional team readiness/checklist owner
• Knowledge Maintenance: Quarterly review of articles (>6 months aging)
• Knowledge Operating Metrics: Monthly KPI synthesis analysis insights
• Knowledge Documentation : Prioritized knowledge updates/inputs for training SOP etc

Best Practices and Standards

• Works with relevant content and training teams to ensure clear hand-offs and expectations
• Monitors usage quality and impact of knowledge articles through effective reporting and insights
• Proactively reviews cases with Support agents to determine effectiveness of knowledge
• Facilitates the creation and execution of best practices and action/corrective plans
• Organizes and facilitates knowledge sharing sessions workshops or lunch and learns
• Scales productivity through innovative processes and/or automation

Required:

• Bachelors degree in Information Management Library Science Business Administration or a related field. Masters degree preferred for broader strategic and leadership scope.
• At least 5 years of experience in knowledge management information management Customer Support Operations or a related field.
• Proven track record in designing leading and operationalizing enterprise-wide knowledge management strategies including governance models content lifecycle management and cross-functional alignment.
• 35 years in a coaching training or leadership role (team lead mentor or supervisor).
• Demonstrated ability to use data insights and business metrics to identify knowledge gaps drive continuous improvement and measure outcomes related to efficiency deflection customer experience or AI performance.
• Experience with AI knowledge systems conversational AI training or enterprise content architectures.

Preferred Qualifications:

• RealPage product certifications.
• Experience in multifamily housing/property management industry.

KNOWLEDGE/SKILLS/ABILITIES

Required:

Technical Skills:

• Proficiency in RealPage other multi-family or similar SaaS software solutions.
• Familiarity with support tools (e.g. Salesforce AI related).
• Intermediate knowledge of Microsoft PowerPoint Word and Excel.

Soft Skills:

• Ability to put the customer at the center of all decisions
• Excellent communication interpersonal and problem-solving skills.
• Patience and empathy when coaching team members.
• Ability to simplify complex technical concepts for learners.
• Strong organizational & time-management skills with the ability to handle multiple tasks

Ability to collaborate effectively with team members