Role Overview

The Knowledge Management Specialist will play a crucial role in managing and optimizing resources for the Member Operations team. This role focuses on developing, curating, and maintaining a high-quality, up-to-date, and searchable knowledge base, ensuring accuracy and accessibility to enhance team performance. Success in this position requires expertise in knowledge management or information architecture, process optimization, and cross-functional coordination within a dynamic, fast-moving environment.

Responsibilities: 

• Define the knowledge management strategy for Member Operations, ensuring an accurate, relevant, and searchable knowledge base for multiple audiences. 
• Work effectively with multiple stakeholders across the organization, including: change management, service teams, trainers, curriculum developers, and subject matter experts. Identify gaps and develop and support new and existing content.
• Regularly evaluate content effectiveness using performance metrics and agent feedback, making necessary adjustments to improve the knowledge base’s efficiency and impact.
• 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. 
• 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.
• Engage in cross-functional collaboration to support overall business objectives/ goals.

Education and Experience:

• Bachelor’s degree in Information Science or related fields
• Minimum of 5 years of experience in a knowledge management, content management, or information architecture role(s)
• Proven experience with information architecture in Confluence is required
• Proficiency in using Mac operating systems 
• Proficiency in using Google Suite and/or Microsoft Office Suite
• Proven experience in managing and optimizing knowledge bases/repositories or other content management or information architecture systems.

Required Skills & Competencies:

• Excellent verbal communication and writing skills, with the ability to distill complex information into clear, engaging content
• Passion for fostering a culture of continuous learning and development
• Excellent interpersonal skills and capable of de-escalating conflict
• 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 focused on solving problems and delivering results
• Ability and willingness to work in-office five days per week 
• Ability to thrive in a fast-paced environment when there are changing priorities 
• Ability to be a detail-oriented team player with a strong, self-managing work ethic
• Ability to be a self-starter with a passion for learning and continuous improvement

ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores).