Manager (Knowledge Management and AI)

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

The Manager, Knowledge Base and Data Operations is responsible for building and maintaining the platform’s knowledge base, ensuring seamless data ingestion from internal sources (such as Visa dashboards and enterprise data) and external feeds. This role manages taxonomy, quality control, pipelines to guarantee agents access accurate, up-to-date information. The Manager collaborates on data governance and bias mitigation, supporting the integrity and reliability of the platform’s data assets.

Key Responsibilities:

Key Responsibilities:

1. Knowledge Capture & Collaboration

• Partner with practice areas, consultants, and subject matter experts to identify and capture high-impact knowledge assets, including Gold Standard Documents.
• Ensure timely submission of proposals, pitch decks, case studies, templates, and other knowledge artifacts after client engagements.
• Support creation of new high-quality knowledge assets in collaboration with cross-functional teams to enable consistent reuse and AI-readiness.

2. Content Management, AI Readiness & Governance

• Review, curate, and maintain knowledge assets to ensure accuracy, relevance, and quality.
• Ensure all content is sanitized and compliant with internal governance and data privacy requirements before publication.
• Standardize content and templates for a consistent global look and feel.
• Prepare knowledge assets for AI use, ensuring proper formatting, metadata, and structure for machine readability.
• Maintain version control and reduce content duplication across regions.

3. Taxonomy, Metadata & Organization

• Apply and maintain taxonomy, metadata, and tagging standards to improve content organization, searchability, and AI compatibility.
• Tag and classify content to enable efficient retrieval and navigation on the knowledge platform and for AI/agentic systems.
• Support continuous improvement of taxonomy structures based on user needs and AI system requirements.

4. Platform Management & AI Integration

• Maintain and update content on the knowledge platform, ensuring data integrity, permissions, and organization.
• Enhance user experience by improving content structure, navigation, and accessibility.
• Collaborate with AI and analytics teams to ensure knowledge assets are usable for machine learning, agentic AI, and retrieval-augmented generation (RAG) processes.
• Support AI training initiatives by providing curated, high-quality datasets and Gold Standard Documents for model input.

5. User Engagement & Adoption

• Monitor platform usage and engagement metrics to identify opportunities for improvement.
• Communicate proactively with users to promote available content and encourage adoption.
• Gather user feedback and incorporate insights into ongoing improvements, including AI system requirements.

6. Continuous Improvement & Knowledge Enablement

• Collaborate with practice areas to maintain high-impact Gold Standard Documents that support consistent client delivery and AI-enabled insights.
• Identify opportunities to streamline processes, reduce duplication, and increase reuse of knowledge assets.
• Contribute to building a strong knowledge-sharing culture within VCA.

Skills & Qualifications:

• Experience in Knowledge Management, Content Management, or related field.
• Experience with content platforms such as SharePoint, Confluence, or similar systems.
• Understanding of taxonomy, metadata, and content organization principles, including AI-readiness.
• Experience in content curation, indexing, archiving, and preparing assets for AI/agentic systems.
• Strong attention to detail with a focus on data quality and accuracy.
• Excellent organizational and project management skills.
• Strong communication and stakeholder management abilities.
• Ability to work in a fast-paced, cross-functional environment.
• Self-motivated with a proactive and collaborative mindset.

Familiarity with AI concepts, agentic AI, or knowledge-enabled analytics (preferred).

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD  

Preferred Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD Extensive experience in knowledge base management, data operations, and enterprise data environments.
• Proven ability to design and implement data ingestion pipelines and taxonomy structures. 
• Demonstrated expertise in bias mitigation and ensuring data integrity. Excellent analytical, problem-solving, and technical skills.
• Outstanding communication and collaboration abilities.
• Ability to manage multiple projects concurrently and deliver results in a fast-paced environment.
• Deep understanding of digital trends, data management technologies, and enterprise platforms.
• Team player with a collaborative approach and commitment to developing talent.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.