Who we are

The Customer Experience (CX) Enablement team provides resources and assistance to enable the CX organization and Mindbody customers to optimize their potential in their role at the company and/or leveraging the software.

The Role You'll Play

As the Manager of Knowledge Management, you’ll lead a team of technical writers to deliver clear, scalable, and impactful knowledge resources that empower our customers and teams. You’ll set the vision for how information is created, maintained, and discovered, while leveraging AI and data-driven insights to optimize knowledge systems. This role is equal parts strategist, coach, and innovator, driving efficiency, self-service, and product adoption across the Playlist ecosystem.

• Build, lead, and mentor a high-performing team of technical writers in a fostering collaboration, innovation, and professional growth.
• Act as a coach and growth advocate, ensuring every team member has the support and guidance to succeed.
• Define a cohesive content strategy and governance model across Playlist’s knowledge bases and technical content.
• Implement and optimize AI tools (e.g. generative AI, ML tagging, search optimization) to streamline authoring, personalization, and discovery.
• Establish standards for content quality, taxonomy, tone, and review cycles to ensure consistent brand alignment at scale.
• Develop self-service strategies aligned with Playlist’s support cost-efficiency goals while enhancing customer experience and product adoption.
• Define and track team KPIs related to content effectiveness, knowledge health, and audience engagement
• Use analytics and feedback to identify content gaps, evaluate performance, and optimize access to information.
• Collaborate with teams, including Engineering, Customer Experience, UX, and Marketing, to align updates with product releases and process changes.
• Support system-wide initiatives such as M&A-driven content integrations, audits, and consolidations.
• Monitor industry trends in AI, knowledge management, and technical communication to keep Playlist at the forefront of innovation.
• This is a team leadership role for someone passionate about scaling knowledge systems and driving measurable outcomes

*ONLY English CVs will be accepted

Experience You Bring

• 5+ years in knowledge management, content strategy, or technical documentation within a technology environment.
• 2+ Years of people leadership experience building and developing high-performing teams.
• Strong background in technical writing, with a proven ability to scale and maintain high-quality documentation.
• Deep understanding of knowledge-centered support (KCS), content lifecycle management, and governance frameworks.
• Applied experience defining and reporting on content metrics
• Skilled in cross-functional collaboration with Product, Marketing, Customer Experience, and Enablement teams.
• Applied experience with LLMs and AI-driven tools for self-service and support workflows.
• Skilled in content system design for internal and external audiences, with a focus on structured writing and scalability.
• Hands-on experience with knowledge platforms (e.g. Zendesk, Salesforce Knowledge, Inbenta)
• Familiarity with analytics tools such as Google Analytics, Tableau, or Looker.
• Familiarity with managing content through M&A processes, including audits, integration, and system migration.
• Strong project management, stakeholder communication, and leadership presence.
• Self-motivated, organized, and proactive, comfortable driving initiatives from vision through execution.
• Excellent written and verbal communication skills in English.