Senior Specialist, Knowledge Management

Accountabilities:

• Audit and map the existing knowledge ecosystem, identifying gaps, inconsistencies, and outdated or conflicting documentation across policy, compliance, and operations.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.


• Highly organized with strong ownership and ability to manage competing priorities.


• Fast learner with a proactive mindset and strong follow-through on complex initiatives.

• 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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