Knowledge Owner

Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity.

Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 5 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space.

As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve.

The Position

Position Title: Knowledge Owner

Reports To: Learning Experience Manager

Position Summary: As the Knowledge Owner who is driven to enhance Partner and Employee Experience while delivering measurable impact on revenue, customer satisfaction, and operational efficiency. This innovative and strategic role is pivotal within the Customer Experience Team, focused on managing, curating, and optimizing the company’s knowledge assets to support business objectives and drive results.

As a Knowledge Owner, you will oversee the creation, organization, and delivery of critical information, ensuring that all audiences—internal and external—have access to accurate, timely, and relevant knowledge. Your work will directly contribute to improved customer satisfaction by enabling faster resolution times and self-serve options, increasing first-contact resolution rates, and enhancing overall service quality.

Collaborating with cross-functional teams and stakeholders across varying levels of seniority (up to VP’s), you will identify knowledge gaps, implement effective knowledge-sharing initiatives, and establish best practices for information management. Leveraging your expertise in stakeholder engagement, project management, and industry trends, you will align knowledge strategies with business processes and organizational goals.

This role is essential to fostering a culture of continuous learning, knowledge sharing, and operational excellence, ultimately driving revenue growth through improving customer satisfaction, reducing costs by empowering customer self-service and reducing dependency on support channels, and ensuring long-term success for the organization.

Key Responsibilities

• Maintain High-Quality, Accessible Knowledge Base: Continuously curate, enhance, and optimize content to maintain accuracy, relevance, and accessibility for diverse skill levels, establishing the knowledge base as a trusted and indispensable information resource.
• Targeted Knowledge Delivery and Application: Strategically deliver information to targeted audiences, ensuring timely and effective application in daily business operations.
• Cross-Functional Collaboration: Collaborate seamlessly with internal stakeholders (up to VP’s), trainers, curriculum developers, and subject matter experts.
• Business Readiness Alignment: Leverage the Business Readiness methodology to maintain strong connections with key departments.
• Establish Writing and Documentation Standards: Establish and enforce robust documentation standards grounded in knowledge base best practices.
• Develop Customer Self-Service Tools: Develop and continuously enhance resources, including a dynamic knowledge base and comprehensive FAQs.
• Learning Management System (LMS) Configuration and Adaptation: Manage the LMS to align with organizational needs.
• Standardise Reporting for Knowledge Base Performance: Design and maintain standardized reporting tools to measure the effectiveness and usage of the knowledge base.
• Facilitate Knowledge Sharing and Training Sessions: Facilitate sessions to share knowledge, updates, and product developments with key teams.

Desired Qualifications

• Bachelor's Degree in education, business, human resources, information technology, or related field.
• Familiarity knowledge and understanding of LMS & Zendesk (including Guide) systems.
• Familiarity with Microsoft Windows & G-Suite.
• Excellent English & Arabic language skills.

Our promise to talent: We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation.

Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth.

Overall it is a place for you to be your best self.

Property Finder Guiding Principles

• Think Future First
• Data Beats Opinions, Speed Beats Perfection
• Our People, Our Power
• The Biggest Risk is Taking no Risk at All