Manager, Knowledge Management

The Knowledge Manager, Manager leads the strategy and delivery of knowledge experiences that help customers and employees find the information they need. The role guides a team of knowledge writers in creating clear, accurate, and accessible content while improving how information is organised, maintained, and delivered across channels. Partnering with teams across the business, the postholder drives knowledge management initiatives that strengthen operational efficiency and enhance the customer experience.

• Lead, coach, and develop a team of knowledge writers, setting clear expectations for content quality, performance, and professional growth.
• Drive knowledge management initiatives across multiple business areas, balancing priorities, resources, and stakeholder needs to improve operational efficiency.
• Partner with cross-functional teams, including Operations, Engineering, Training, Legal, and Compliance, to translate complex processes and business requirements into clear, actionable content.
• Lead cross-functional projects from planning through launch, managing timelines, resources, risks, and stakeholder communication to deliver successful outcomes.
• Establish and evolve content standards, information architecture, and governance practices to keep knowledge accurate, consistent, accessible, and easy to navigate.
• Apply user experience and content design principles to improve how customers, employees, and AI-powered tools discover, understand, and use information.
• Oversee content quality and lifecycle management, using audits, analytics, search trends, and user feedback to identify gaps and drive continuous improvement.
• Identify opportunities to use AI, automation, and emerging technologies to streamline workflows, improve content quality, and scale knowledge management capabilities.

• A Bachelor's Degree in English, Communications, or a related field, or equivalent professional experience.
• At least 6 years of experience in knowledge management, content strategy, content design, or a related field.
• At least 2 years of people management experience, with a proven ability to coach, develop, and lead high-performing teams.
• Experience leading cross-functional projects, managing competing priorities, and delivering results in a fast-paced environment.
• Strong understanding of user experience and content design principles, including information architecture, taxonomy, accessibility, and content governance.
• Experience managing knowledge across employee and customer-facing channels, with familiarity in knowledge management platforms such as ServiceNow, Stonly, Confluence, Salesforce, or similar tools.
• Knowledge of AI-powered search, generative AI, and content optimisation, with the ability to use analytics, search performance data, and user feedback to drive improvements.
• Strong editorial judgment, communication, and stakeholder management skills, with the ability to influence decisions, build alignment, and maintain content accuracy in environments requiring legal and compliance review.
• May be required to obtain a gaming licence issued by the appropriate state agency as a condition of employment.

• US base salary range for this full-time position: 94,800.00 USD - 118,500.00 USD, plus bonus, equity, and benefits as applicable. Ranges are determined by role, level, and location, and reflect new hire pay rates across all US locations; individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

• Bonus, equity, and benefits as applicable.
• Guidance through the gaming licence application process where this is relevant to the role.

DraftKings is a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. AI is becoming an integral part of both its present and future, powering how work gets done, guiding smarter decisions, and sparking bold ideas, and its teams are energised by innovation and readily embrace emerging technology.