Senior Specialist, Knowledge Management
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Key skills for this role
About the Role
A partner company seeks a Senior Specialist, Knowledge Management to strengthen how institutional knowledge is captured, structured, and maintained across a fast-paced Trust and Safety organization.
Key Skills for This Role
Responsibilities
- Audit and map the existing knowledge ecosystem, identifying gaps, inconsistencies, and outdated or conflicting documentation across policy, compliance, and operations
- Design and maintain the information architecture that governs how knowledge is structured, stored, accessed, and governed across teams
- Define documentation standards, templates, versioning rules, lifecycle policies, and quality criteria for all knowledge assets
- Oversee knowledge dependencies to ensure updates in source materials are accurately reflected across downstream documentation and workflows
- Develop structured methods to capture tacit and undocumented knowledge from SMEs through interviews, workshops, and documentation sprints
- Build feedback loops with QA and operational teams to identify knowledge gaps and recurring errors affecting frontline execution
- Maintain the long term health of the knowledge base through regular audits, content reviews, and lifecycle management
- Partner with training and operational leaders to ensure knowledge is effectively translated into practice across global teams
- Define and track key metrics such as content freshness, search effectiveness, coverage gaps, and onboarding effectiveness
- Act as a central coordination point for knowledge flow across distributed Trust and Safety teams
Requirements
- 3 5 years of experience in knowledge management, content strategy, program management, or a related field
- Experience in Trust and Safety, content moderation, or platform integrity environments is highly valuable
- Proven ability to audit, restructure, and improve complex or fragmented knowledge systems
- Strong capability to work with ambiguity, incomplete information, and evolving priorities
- Excellent cross functional communication skills with the ability to influence senior stakeholders
- Experience designing documentation systems, governance models, and content lifecycle frameworks
- Strong analytical mindset with attention to inconsistencies, risks, and operational impact
- Ability to operate independently in a distributed, global environment
Full Job Posting
Position Overview
- This role is central to strengthening how institutional knowledge is captured, structured, and maintained across a fast paced Trust and Safety organization.
- You will be responsible for turning fragmented documentation, operational know how, and policy materials into a coherent, scalable knowledge system.
- The work involves building structure where complexity exists, ensuring critical information is always accurate, accessible, and aligned with real world operations.
- You will partner closely with policy, operations, QA, and subject matter experts.
- The environment is dynamic and globally distributed, requiring strong ownership, influence, and the ability to bring structure to ambiguity.
- This is both a systems design and change management role.
Accountabilities
- Audit and map the existing knowledge ecosystem, identifying gaps, inconsistencies, and outdated or conflicting documentation.
- Design and maintain the information architecture that governs how knowledge is structured, stored, accessed, and governed across teams.
- Define documentation standards, templates, versioning rules, lifecycle policies, and quality criteria for all knowledge assets.
- Oversee knowledge dependencies to ensure updates in source materials are accurately reflected across downstream documentation and workflows.
- Develop structured methods to capture tacit and undocumented knowledge from SMEs through interviews, workshops, and documentation sprints.
- Build feedback loops with QA and operational teams to identify knowledge gaps and recurring errors affecting frontline execution.
- Maintain the long term health of the knowledge base through regular audits, content reviews, and lifecycle management.
- Partner with training and operational leaders to ensure knowledge is effectively translated into practice across global teams.
- Define and track key metrics such as content freshness, search effectiveness, coverage gaps, and onboarding effectiveness.
- Act as a central coordination point for knowledge flow across distributed Trust and Safety teams.
Requirements
- 3 5 years of experience in knowledge management, content strategy, program management, or a related field.
- Experience in Trust and Safety, content moderation, or platform integrity environments is highly valuable.
- Proven ability to audit, restructure, and improve complex or fragmented knowledge systems.
- Strong capability to work with ambiguity, incomplete information, and evolving priorities.
- Excellent cross functional communication skills with the ability to influence senior stakeholders.
- Experience designing documentation systems, governance models, and content lifecycle frameworks.
- Strong analytical mindset with attention to inconsistencies, risks, and operational impact.
- Ability to operate independently in a distributed, global environment.
- Highly organized with strong ownership and ability to manage competing priorities.
- Fast learner with a proactive mindset and strong follow through on complex initiatives.
Benefits
- Competitive compensation package
- Comprehensive healthcare coverage
- Flexible working arrangements and remote friendly environment
- Strong focus on learning, development, and professional growth
- Mental health and wellness support programs
- Parental leave and family friendly policies
- Financial and operational support for hybrid/remote work setups
- Opportunity to contribute to meaningful, high impact safety and integrity work
- Inclusive and collaborative global culture
- Volunteer and community engagement opportunities
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