Manager, Knowledge & AI Service

PenFed is hiring a (Hybrid) Manager, Knowledge & AI Service at our Tysons, Virginia; Omaha, Nebraska; Eugene, Oregon or San Antonio, Texas location.  The primary purposes of this job are to lead the strategy, governance, design, and continuous development of PenFed’s operational knowledge program, public help portal, and AI-enabled support experiences. This role is responsible for ensuring knowledge content, information architecture, and supporting processes enable high-quality service across agent, member, and employee channels, while overseeing adoption, optimization, and business readiness for emerging AI tools agent-assist capabilities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Lead the roadmap, governance, and continuous improvement of AI-enabled knowledge and digital service tools, including chatbot services and agent-assist capabilities, to improve service effectiveness, containment, and user experience. Use Knowledge Management and Knowledge-Centered Service (KCS) concepts to define and evolve PenFed’s knowledge strategy, standards, governance, and content lifecycle for internal, external, and AI-assisted service experiences.
• Design, execute, and manage scalable KM and AI-support solutions, including content optimization, reporting, process automation, and feedback loops that identify knowledge gaps, improve answer quality, and support ongoing platform enhancement.
• Manage and develop team members, ensuring continued delivery of content to multiple PenFed platforms and channels for internal and external users.
• Coordinate with business unit stakeholders, project teams, training, compliance, risk, and technology partners to define content requirements, support AI tool rollout and readiness, and provide recommendations for new product launches, system enhancements, and service experience changes.
• Maintain knowledge of current digital service, knowledge management, and AI industry trends, standards, and governance practices, translating them into practical recommendations for PenFed operations.
• Manage division policy and procedure revision process.
• Performs regular team member onboarding, coaching, scheduling, evaluation, corrective action, and career development. 
• Work with internal and external clients to address technical, operational, and programmatic issues affecting knowledge, digital service, and AI platforms, including testing, content readiness, prompt and response quality, and platform performance.
• Mentor and coach employees while documenting and providing actionable feedback on individual performance.
• Assist with maintaining PenFed’s compliance with all applicable federal, state, and local laws, regulations, and ordinances by abiding by PenFed compliance program and all policies, procedures, rules, and regulations.

Equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field preferred.
• Minimum of two (2) to three (3) years of experience in a supervisory role required.
• Minimum of six (6) to seven (7) years of content management system experience required.
• Minimum of one (1) year of experience with AI-enabled platforms, agent-assist tools, or conversational AI solutions preferred.
• Practical experience with Knowledge Management concepts is required.
• Expertise in Natural Language Processing, conversational AI, prompt design, search optimization, or related AI knowledge retrieval concepts preferred.
• Exceptional written communication skills.
• Strong oral communication skills.
• Experience in a Salesforce environment is preferred.
• Strong analytical, interpersonal, and decision-making skills.
• Technical proficiency in standard business computer operations.
• Knowledge of financial institution structure, products, policies, and procedures preferred.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites may be required.

Pay Transparency

The anticipated starting salary range for this role is $69,000.00 - $140,362.00.

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

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