About International SOS

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customized security risk management, health, and wellbeing solutions to organizations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organizations fulfill their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

Role Overview

In this key global leadership position, you will define the strategic direction, investment plans, and capability build roadmap for our knowledge management function. You will lead the transition from a traditional, decentralized knowledge paradigm, characterized by disparate SharePoint sites, static quick reference guides, and legacy training materials, into a unified, next-generation, AI-enabled knowledge ecosystem.

You will be responsible for building, resourcing, and executing the program of work required to scale this digital transformation globally, empowering our frontline operations, medical, and security specialists with real-time, high-fidelity decision support.

Responsibilities

• Define and execute a comprehensive Global Knowledge Management and Conversational AI strategy aligned with International SOS's global operational footprint and strategic digital roadmap.
• Build, mentor, and lead a high-performing global team of content authors/curators. This includes defining standards and processes for authoring, curating, and governing knowledge and ensuring taxonomies are defined and documented.
• Develop and govern a multi-phase program of work prioritizing large-scale content migration, content optimization, taxonomy standardization, and AI readiness.
• Partner with the Head of Training and Development, Trainers, Senior Managers Quality, Quality Managers, Director of Case and Channel Solutions, General Managers Assistance/Heads of Assistance, Medical Directors, Security Directors, and Operations Directors to drive adoption, manage change, and align local knowledge needs with global standards.
• Design and implement a robust, modern knowledge architecture tailored for complex, multi-lingual, and high-consequence contact center environments.
• Act as the strategic business owner and subject matter expert for the Knowledge Management System and Knowledge Connector/Hub Technology.
• Architect content structure specifically designed for AI-driven search, retrieval-augmented generation (RAG), and natural language query optimization over vast enterprise knowledge bases.
• Partner with IT and Enterprise Architecture to lead integration efforts connecting the relevant sources of knowledge to enable a unified view for the AC Agent. This includes knowledge authored in the Knowledge Management System, APIs (International SOS proprietary Location based content including Medical and Security Alerts), Paid Subscriptions to External Sources (e.g., Factal, Up-to-Date, Sherpa), Approved HTTP links.
• Drive the deployment of real-time agent assist technologies to optimize the "Agent Experience" (AX), reducing cognitive load and lowering Average Handle Time (AHT) while increasing First Contact Resolution (FCR).
• Oversee the training and integration of real-time entity and intent detection systems that listen to customer interactions and dynamically surface relevant knowledge.
• NiCE (or Equivalent) Copilot Implementation: Act as the business lead for the implementation and optimization of NICE Copilot (and/or adjacent conversational AI assistants), ensuring virtual assistants surface exact, context-aware prompts to agents during live interactions.
• Establish and enforce comprehensive content standards, global style guides, taxonomy rules, and strict content governance frameworks.
• Design and deploy automated and manual QA processes to ensure content accuracy, clinical/operational safety, and situational relevance.
• Manage the complex content lifecycle across multiple geographies, jurisdictions, and languages, ensuring localized operational guidance adheres to global standards.