Job Overview
PenFed is hiring a (Hybrid) Manager, Knowledge & AI Service at our Tysons, Virginia; Omaha, Nebraska; Eugene, Oregon or San Antonio, Texas location. The primary purposes of this job are to lead the strategy, governance, design, and continuous development of PenFed's operational knowledge program, public help portal, and AI-enabled support experiences. This role is responsible for ensuring knowledge content, information architecture, and supporting processes enable high-quality service across agent, member, and employee channels, while overseeing adoption, optimization, and business readiness for emerging AI tools agent-assist capabilities.
Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
- Lead the roadmap, governance, and continuous improvement of AI-enabled knowledge and digital service tools, including chatbot services and agent-assist capabilities, to improve service effectiveness, containment, and user experience. Use Knowledge Management and Knowledge-Centered Service (KCS) concepts to define and evolve PenFed's knowledge strategy, standards, governance, and content lifecycle for internal, external, and AI-assisted service experiences.
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Design, execute, and manage scalable KM and AI-support solutions, including content optimization, reporting, process automation, and feedback loops that identify knowledge gaps, improve answer quality, and support ongoing platform enhancement.
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Manage and develop team members, ensuring continued delivery of content to multiple PenFed platforms and channels for internal and external users.
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Coordinate with business unit stakeholders, project teams, training, compliance, risk, and technology partners to define content requirements, support AI tool rollout and readiness, and provide recommendations for new product launches, system enhancements, and service experience changes.
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Maintain knowledge of current digital service, knowledge management, and AI industry trends, standards, and governance practices, translating them into practical recommendations for PenFed operations.
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Manage division policy and procedure revision process.
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Performs regular team member onboarding, coaching, scheduling, evaluation, corrective action, and career development.
- Work with internal and external clients to address technical, operational, and programmatic issues affecting knowledge, digital service, and AI platforms, including testing, content readiness, prompt and response quality, and platform performance.
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Mentor and coach employees while documenting and providing actionable feedback on individual performance.
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Assist with maintaining PenFed's compliance with all applicable federal, state, and local laws, regulations, and ordinances by abiding by PenFed compliance program and all policies, procedures, rules, and regulations.
Qualifications
Equivalent combination of education and experience is considered.
- Bachelor's Degree in a related field preferred.
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Minimum of two (2) to three (3) years of experience in a supervisory role required.
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Minimum of six (6) to seven (7) years of content management system experience required.
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Minimum of 2-3 years of technical writing experience preferred.
- Minimum of one (1) year of experience with AI-enabled platforms, agent-assist tools, or conversational AI solutions preferred.
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Practical experience with Knowledge Management concepts is required.
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Expertise in Natural Language Processing, conversational AI, prompt design, search optimization, or related AI knowledge retrieval concepts preferred.
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Exceptional written communication skills.
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Strong oral communication skills.
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Experience in a Salesforce environment is preferred.
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Strong analytical, interpersonal, and decision-making skills.
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Technical proficiency in standard business computer operations.
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Knowledge of financial institution structure, products, policies, and procedures preferred.
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Experience using A.I. tools preferred.
Supervisory Responsibility
This position will supervise employees.
Licenses and Certifications
There are no additional licenses and/or certifications required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites may be required.
Pay Transparency
The anticipated starting salary range for this role is $69,000.00 - $140,362.00.
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.
#LI-Hybrid
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.
Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at
[email protected] .
