Manager, Enterprise Knowledge Management Tech Service Agent
About Ingredion:Join Ingredion, where innovation impacts lives worldwide! Without even realizing it, you’ve experienced our work in your favorite chocolate, your pet’s 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 you’re just starting your career or bringing years of experience, there's 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, NJWorkplace type: HybridThe Enterprise Knowledge Management Owner is responsible for leading Ingredion’s 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 ResponsibilitiesProgram LeadershipChampion and coordinate the enterprise KM program, communicating its value and impact to all stakeholders.Content Governance & QualityEstablish 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 & CommunicationDevelop 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 & RecognitionUse 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 CollaborationWork 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 & InnovationAssess and recommend AI KM technology solutions to enhance knowledge ca...