Jeremy Henricks

Knowledge Management · Digital Support · AI Enablement

Thirty years in enterprise technology, most of it spent making knowledge findable and answerable at scale. I led global KCS and Knowledge Management programs at Symantec and Broadcom — through two of the largest acquisitions in tech — contributing to $30M+ in annual support cost avoidance across a 160,000-article knowledge environment, with AI chatbots and self-service as delivery channels rather than experiments.

What's less common is the other half. I design and build software directly — full-stack web applications, a cross-platform mobile app, retrieval-grounded assistants, and audio signal processing. That means I can set knowledge and AI strategy, and then prototype it, scope it realistically, and hold a credible technical conversation with the engineers who ship it.

LinkedIn Contact Portfolio
Annual support savings
$30M+ Annual support savings
Articles governed
160K+ Articles governed
KCS publishers mentored
1,500+ KCS publishers mentored
Case deflection
20–35% Case deflection

Experience

KCS Program Manager

2019 – 2025

Broadcom

Owned global Knowledge Management and KCS strategy for enterprise support through the $10.7B Symantec Enterprise Security and $69B VMware acquisitions.

  • Contributed to $30M+ in annual support cost avoidance and a 20–25% reduction in case volume, taking monthly cases from roughly 35K to 28K.
  • Unified fragmented knowledge bases across Symantec, VMware and legacy Broadcom teams into a single KCS practice and self-service experience spanning 160K+ articles.
  • Managed a production AI chatbot handling 1,500+ daily interactions across WebEx and Zoom, integrated with the unified knowledge base.
  • Mentored a network of 1,500+ KCS publishers and 300+ coaches; training frameworks cut integration adaptation time by 20%.
  • Built Python/NLP analytics to surface content gaps and friction, informing revisions that improved resolution time by 25% and sustained 1.5M+ monthly pageviews.
  • Maintained mid-90s CSAT throughout both acquisition transitions.
Read the case study

Senior Knowledge Engineer

2014 – 2019

Symantec

Advanced enterprise Knowledge Management and KCS practice across multiple product lines, building the foundation later relied on during M&A integration.

  • Drove 20–35% case deflection globally through self-service and knowledge base optimization.
  • Improved first-contact resolution by approximately 25% via standardized training and quality processes.
  • Deployed and designed conversational flows for an Azure-powered support chatbot.
  • Established and mentored the publisher and coach network underpinning the global KCS program.
  • Analyzed support and search data to identify knowledge gaps and prioritize content proactively.
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Director of Web Development

2011 – 2013

Carbon Media Group / OutdoorHub

Led platform strategy, architecture and custom CMS development for a content network that became a leading outdoor media property.

  • Scaled OutdoorHub.com to 21 million monthly unique users.
  • Platform and publishing work contributed to 33% revenue growth in 2013.
  • Built content syndication infrastructure distributing across a network of enthusiast verticals.
  • Defined editorial workflows, audience segmentation and CMS architecture built to scale.
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Director of Information Architecture

2013 – 2014

Archery Trade Association

Conceived and launched a consumer platform to grow participation in archery, and restructured the association ecosystem.

  • Architected and launched Archery360.com, driving a 30% engagement increase.
  • Built a local shop finder connecting online engagement to physical participation.
  • Redesigned ArcheryTrade.org information architecture, improving UX, metadata and accessibility.
Read the case study

Support, Knowledge Base, Web Development & Project Management

1995 – 2014

Symantec

Progressed from technical support through knowledge base teams, web development and project management — the grounding for everything since.

Independent product & engineering work

Designed, architected and built by me. Status is stated plainly — some are live products, some are working prototypes.

Capabilities

Knowledge & support

  • Knowledge-Centered Service (KCS)
  • Knowledge Management strategy
  • Self-service optimization
  • Case deflection
  • Content governance
  • Editorial standards
  • Coaching & enablement programs
  • Change management
  • M&A knowledge integration

AI & search

  • Conversational AI design
  • Retrieval-grounded answers
  • AI governance & guardrails
  • Prompt architecture
  • LLM provider abstraction
  • Enterprise search (SearchUnify)
  • Answer Engine Optimization
  • Python / NLP analytics

Digital & platform

  • Information architecture
  • Content strategy
  • Technical SEO
  • Taxonomy & metadata design
  • Content migration
  • CMS architecture
  • WCAG accessibility
  • Analytics & measurement

Hands-on build

  • TypeScript / React
  • Next.js / Astro
  • Node.js / Python
  • Postgres (Prisma, Drizzle)
  • Payload CMS / Supabase
  • Flutter / Dart
  • Auth & payments (Clerk, Stripe)
  • DSP (NumPy / SciPy)

Writing & teaching

I publish regularly on knowledge management, KCS and applied AI — including using KCS article structures for LLM fine-tuning, governance for agentic AI, and the change management that determines whether AI adoption sticks. I also wrote and built a free 12-lesson course on KM fundamentals and answer engine optimization, and I've published books independently.

Read the articles Take the course

What I'm looking for

Work where knowledge and AI actually meet: knowledge management and KCS programs, digital support and self-service, conversational AI and retrieval quality, and AI enablement.

I'm interested in the problem more than the title. That includes leadership and program roles, and equally hands-on individual contributor work — knowledge architecture, content and taxonomy design, or building and evaluating AI support experiences. Based in Oregon, open to remote.

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