Senior Knowledge & Process Architect - Flexible, Customer Care

Financial Times; Manila; Remote; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working

Health coverage

Company match

Enhanced family leave

Job summary

Financial Times is seeking a Senior Process & Knowledge Specialist to drive governance, design, and continuous improvement of our Customer Care knowledge base and processes. You will collaborate with multiple functions to ensure scalable, accurate content and efficient agent, self-service, and AI-supported experiences.

Your role involves optimizing workflows, maintaining content standards, and leveraging analytics to enhance the customer journey while ensuring compliance and alignment with

Qualifications

• Proven expertise in knowledge management and process improvement within customer care or contact centre environments.
• Experience designing and governing knowledge bases, workflows, and agent guidance.
• Strong collaboration with cross-functional teams to drive continuous improvements.

Responsibilities

• Define, governance, usability, and discoverability of the Customer Care knowledge base across channels.
• Design and optimise operational workflows, policies, and decision tools for efficiency.
• Ensure content aligns with compliance and evolving business needs across AI-assisted support.
• Collaborate with Global teams to deliver continuous improvements and share best practices.
• Utilise data analytics and feedback to improve knowledge structure and customer experience.

Skills

Knowledge management

Process improvement

Operational excellence

Business process analysis

Cross-functional collaboration

Lean Six Sigma

Google Workspace

Tools

Salesforce Knowledge

Job description

Financial Times is seeking a Senior Process & Knowledge Specialist to drive governance, design, and continuous improvement of our Customer Care knowledge base and processes. You will collaborate with multiple functions to ensure scalable, accurate content and efficient agent, self-service, and AI-supported experiences.

Your role involves optimizing workflows, maintaining content standards, and leveraging analytics to enhance the customer journey while ensuring compliance and alignment with