Knowledge Management Specialist
Member Operations
Role Overview
The Knowledge Management Specialist will play a crucial role in managing and optimizing the knowledge base and resources that support the Member Operations team. This role is focused on developing, curating, and maintaining a high-quality, up-to-date & searchable knowledge base (content library) for all member support representatives. You will ensure our knowledge base is accurate, up-to-date, and easily accessible, enhancing the overall performance of our Member Operations teams. This position requires a strong background in knowledge management (and/or information architecture), process optimization, and cross-functional coordination in a dynamic, fast-moving environment.
Key Responsibilities
- Knowledge Management: Define the knowledge management strategy for Member Operations, ensuring an accurate, relevant, and searchable knowledge base for multiple audiences.
- Collaboration: Work effectively across the organization, with multiple stakeholders including: change management, service teams, trainers, curriculum developers, and subject matter experts. Identify gaps and develop and support new and existing content.
- Evaluation and Improvement: Regularly assess the effectiveness of content through performance metrics, agent feedback, and ongoing assessments, making necessary adjustments to enhance the efficiency and effectiveness of the knowledge base.
- Content Development: Develop and deploy templates and writing guides based on best practices; develop the team to ensure they are achieving or surpassing standards, while working collaboratively to develop content as required.
- Subject Matter Expertise: Serve as a subject matter expert on all Member Operations knowledge base and content management initiatives, offering critical insights to improve the overall effectiveness of the knowledge management program.
Qualifications
- Bachelor’s degree
- Minimum of 5+ years of experience in a knowledge management, content management, or information architecture role(s).
- Proven experience in managing and optimizing knowledge bases/repositories or other content management or information architecture systems.
- Excellent verbal communication and writing skills, with the ability to distill complex information into clear, engaging content.
- Ability to work cross-functionally, leading collaboration as required with teams from across the organization.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Passion for fostering a culture of continuous learning and development.
- Ability to thrive in a dynamic, fast-paced environment.
- A proactive attitude, with a focus on solving problems and delivering results.
- Experience with information architecture in Confluence is a plus.