As the Knowledge Management Lead, reporting to the Director of Knowledge, Training, and Quality Assurance, you will be responsible for developing strategy/processes for creating and maintaining knowledge articles. Your role will be essential in ensuring that our globally distributed workforce has access to accurate and up-to-date information to support their daily operations. Ideally, you will have prior product experience to assist in these endeavors.

In this role, you must be able to implement programs across broad geographies and varied disciplines. You will support our Moderation, Customer Experience, and external help center knowledge management needs, so exceptional collaboration skills are essential. If you're excited to join our team and build knowledge management frameworks from scratch, this is the role for you!

This role is located on-site in San Mateo, CA

You Will:

• Oversee the knowledge management strategy and processes across the following domains:
• Internal Customer Experience
• Internal Content Moderation
• External Help Center
• Develop and implement processes for creating and maintaining knowledge articles in collaboration with subject matter experts.
• Work with partners, including subject matter experts and policymakers, to ensure the accuracy and relevancy of the knowledge base.
• Analyze usage data to measure the effectiveness of the knowledge management system and identify areas for improvement.
• Research and stay updated on industry best practices and new technologies in the field of knowledge management.
• Communicate with partners and team members to ensure agreement on goals and share the results of knowledge management projects.

You Have:

• Degree in Information Management, Communication, or related discipline.
• 5+ years of experience in knowledge management. Experience working with product teams is a plus.
• Experience implementing knowledge strategies/processes for a globally distributed workforce, with a preference for operations teams.
• Strong understanding of modern knowledge management tools.
• Exceptional networking and interpersonal abilities.
• Solid planning, collaboration, and project management skills.
• Experience leading end-to-end knowledge management programs, from needs analysis to measurement.