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 for enhancing the knowledge proficiency and effectiveness of RealPage’s Customer Support agents and AI agents. This role focuses on curating content, training, mentoring, and continuous improvement to 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 impacts Customer Support’s 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 needs—not just respond to them—based 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 company’s knowledge base for agents, customers, and AI agents
• Collaborates cross‑functionally with Product, Support Operations, Training, and AI program leaders to ensure knowledge priorities are aligned with AI‑related initiatives, providing content readiness, structured data, and subject‑matter 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:

• Bachelor's degree in Information Management, Library Science, Business Administration, or a related field. Master’s 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.
• 3–5+ 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