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Knowledge Operations Manager

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• TeamCustomer Experience / AI Operations
• LocationMumbai- Kandivali
• Work arrangementOffice-based
• EmploymentFull-time

The chance

Build meaningful work with a team that stays close to the problem.

Job Description: Knowledge Operations Manager

Department: Customer Experience / AI Operations

Experience: 3–6 years

Location: Mumbai, Kandivali

Employment Type: Full-time

About The Role

We are looking for a Knowledge Operations Manager to lead a team of human operators responsible for researching, preparing, validating, and maintaining high-quality answers to customer queries.

The role will establish a structured knowledge operations process in which customer questions are converted into accurate, consistent, reusable answers, response templates, FAQs, and standard operating procedures (SOPs). These knowledge assets will enable customer-facing human agents to resolve queries efficiently and consistently.

The individual will manage the operator team, define quality standards,



validate responses, identify gaps in available information, and ensure that approved answers remain up to date. The role will also contribute to building an AI-ready knowledge base that can support AI copilots, conversational agents, and automated customer support in the future.

Key Responsibilities

• Human Operator Management
• Recruit, onboard, train, and manage a team of knowledge research and response preparation operators.
• Allocate incoming queries and research tasks based on complexity, priority, and operator expertise.
• Establish clear workflows, turnaround times, productivity targets, and quality standards.
• Monitor operator performance and provide regular feedback, coaching, and training.
• Ensure operators follow defined research, validation, documentation, and escalation procedures.
• Answer Preparation and Knowledge Management
• Oversee the research and preparation of accurate, relevant,

📌 Knowledge Operations Manager (Mumbai)
🏢 DIGIIQ IT SOLUTION PRIVATE
📍 Mumbai