Knowledge and Policy Manager - Global Industrial

Job Summary

The Knowledge & Policy Management Manager leads the development, governance, and continuous improvement of HR knowledge and policy management across Motion’s North American organization, supporting the United States, Canada, and Mexico. The role gives equal focus to creating and sustaining clear, compliant HR policies and enabling accurate, accessible knowledge for employees, managers, and HR teams. This manager establishes integrated governance, lifecycle standards, and accountability for policy and knowledge content; manages the ServiceNow knowledge environment and employee self-service content; and partners with HR, Legal, Compliance, People Systems, Communications, and business stakeholders to ensure content is consistent, current, practical, and aligned with business needs. The role also ensures alignment between HR policies, ServiceNow knowledge articles, Workday processes, and HR service delivery practices.

Key Responsibilities

Knowledge Management Strategy & Governance

· Own the North American HR knowledge management strategy, governance model, standards, taxonomy, and content lifecycle across employee, manager, and HR audiences.

· Establish clear roles for content owners, authors, reviewers, and approvers, including intake, prioritization, publishing, review, archiving, and version-control requirements.

· Lead the design, organization, and ongoing optimization of the ServiceNow knowledge base to improve findability, usability, accuracy, and self-service adoption.

· Ensure knowledge articles reflect current HR policies, Workday-enabled processes, case-management practices, and employee support requirements.

· Use ServiceNow data, search behavior, case trends, feedback, and content analytics to identify gaps, reduce avoidable contacts, and improve the employee and manager experience.

Policy Management & Governance

· Own the end-to-end HR policy management framework for the United States, Canada, and Mexico, including policy inventory, ownership, development, review, approval, publication, communication, and retirement.

· Partner with HR Centers of Excellence, Legal, Compliance, Employee Relations, Payroll, Benefits, and business leaders to develop and maintain clear, practical, and compliant HR policies.

· Establish policy architecture, templates, naming conventions, metadata, approval authorities, review cycles, exception protocols, version control, and records-retention practices.

· Monitor regulatory, business, and operating-model changes and coordinate timely policy updates, impact assessment, stakeholder review, and deployment.

· Maintain traceability between source policies, country-specific requirements, supporting procedures, ServiceNow knowledge articles, Workday processes, forms, and employee communications.

Content Quality, Compliance & Employee Experience

· Apply plain-language, accessibility, branding, and content-design standards so HR information is easy to understand and consistently presented.

· Conduct scheduled and risk-based content reviews to verify accuracy, relevance, compliance, ownership, and alignment across policy and knowledge assets.

· Identify conflicting, duplicative, outdated, or missing content and lead remediation with accountable content owners.

· Develop training, tools, and guidance for policy owners, knowledge authors, HR service teams, and other contributors.

· Promote effective self-service through targeted communications, stakeholder engagement, feedback mechanisms, and change adoption practices.

Operational Leadership & Continuous Improvement

· Manage demand, priorities, work plans, risks, and dependencies for knowledge and policy initiatives, balancing regulatory urgency, employee impact, and available capacity.

· Define and report performance measures such as content health, review completion, search success, article usefulness, policy compliance, self-service adoption, and case deflection.

· Lead cross-functional forums and governance routines that resolve content issues, reinforce accountability, and drive consistent decisions.

· Partner with the HR Process Excellence Manager, People Systems product teams, HR Service Delivery leaders, and Data & Reporting teams to improve end-to-end HR services.

· Evaluate emerging capabilities, including generative AI, search, automation, and virtual-agent technologies, while maintaining appropriate governance, controls, and human oversight.

· Lead, coach, and develop assigned team members or contributors and build a strong network of content owners across HR.

Qualifications

· Bachelor’s degree in Human Resources, Business Administration, Information Science, Communications, Public Policy, or a related field, or equivalent experience.

· 7+ years of progressive experience spanning knowledge management, policy management, HR operations, HR shared services, employee communications, compliance, or related disciplines.

· Demonstrated experience with both knowledge management and policy management, including governance, content lifecycle, ownership, review, approval, publishing, version control, and continuous improvement.

· Experience developing or managing HR policies in a multi-jurisdiction environment and partnering with Legal, Compliance, and HR subject-matter experts.

· Experience designing and operating enterprise knowledge bases, taxonomies, metadata, search, and self-service content.

· Strong writing, editing, facilitation, analytical, project management, and stakeholder-influence skills.

· Ability to translate complex legal, policy, process, and system information into clear, actionable content for varied audiences.

· Demonstrated judgment, attention to detail, and ability to manage competing priorities in a complex, matrixed environment.

Preferred Qualifications

· Hands-on experience with ServiceNow Knowledge Management and HR case management, including content governance, analytics, search optimization, and employee self-service.

· Experience with Workday HCM and the alignment of policy, knowledge, business processes, and employee-facing guidance.

· Knowledge of HR policy and employment-practice considerations across the United States, Canada, and Mexico.

· Experience in a large, multi-site industrial, distribution, or service organization.

· Professional certification or advanced training in knowledge management, records or information management, human resources, compliance, project management, or change management.

· Experience applying AI-enabled search, virtual agents, workflow automation, or content intelligence within a governed HR environment.

Leadership Expectations

· Build trust through clear standards, transparent decisions, and reliable follow-through.

· Balance enterprise consistency with country, legal, operational, and employee needs.

· Influence across functions without relying on direct authority.