Knowledge Management Writing Manager

5-7 years
4 days ago
Job Description

Job Description

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.


The Global Learning & Knowledge Management (GLKM) team provides a full range of dynamic, evolving learning and performance solutions that enrich our colleagues skills and knowledge, powering engagement and driving business results. We are a distributed team responsible for developing complete learning strategies, designing innovative learning solutions, and delivering experiential learning experiences. We make transformation possible by- attracting our future leaders, designing and delivering best-in-class learning, engaging and retaining top talent.

The GLKM Knowledge Management team is dedicated to ensuring our servicing colleagues have the most up-to-date and relevant process, product, and benefit information at their fingertips by focusing on strong governance and overall management of content.

This position manages a team of technical writers who document and review supporting documentation to ensure that all business requesters and process owners procedures align to a consistent voice of servicing that represents the brand of American Express in both performance capabilities and learning content. The content writing team uses systems such as Bloomreach, CHC, ServiceNow and Jive (The Square) to deliver our knowledge management goals.

The successful candidate will need to have exceptional technical writing and capacity planning skills, and creative thinking to deliver critical knowledge and information to our GSG servicing colleagues. This role operates in the customer servicing space and the successful incumbent must have exceptional understanding of this area.

Responsibilities include but are not limited to:

  • Lead a team of Knowledge Management content writers - tracking which writers are tasked to which content based on priorities and capacity.
  • Lead the development and delivery of knowledge content for our servicing colleagues - maintaining consistent quality standards and processes across the team.
  • Support the continued uplift of content in CHC, with an initial focus on the dedicated rewrite of thousands of articles in CHC.
  • Partner with stakeholder teams to ensure continuous accuracy and accessibility of content.
  • Collaborate across the GLKM team to ensure content is written effectively and aligned with learning content and business needs.
  • Ensure article request SLAs are met in a timely manner through shared management of writer capacity.


  • Strong writing/editing and verbal communication skills, with high understanding of appropriate grammar. Strong attention to detail.
  • Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues.
  • In-depth knowledge of technical writing standards/principles and knowledge of HTML
  • Experience working with knowledge management systems and project intake systems.
  • Demonstrated ability to lead and partner with cross-functional, virtual teams and operate autonomously, making complex decisions in situations of ambiguity and time pressure.
  • Track record of successfully managing multiple projects at once and delivering project plans with measured results. Demonstrated ability to meet deadlines and work well under pressure with excellent project management skills.
  • Demonstrates creative thinking, strong decision-making, flexibility, and the ability to manage and drive change.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid or onsite arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job Source:

American Express Company (Amex) is an American multinational corporation specialized in payment card services headquartered at 200 Vesey Street in the Battery Park City neighborhood of Lower Manhattan in New York City. The company was founded in 1850 and is one of the 30 components of the Dow Jones Industrial Average. The company's logo, adopted in 1958, is a gladiator or centurion whose image appears on the company's well-known traveler's cheques, charge cards, and credit cards.