Senior Knowledge & Process Architect for Customer Care

Financial Times; Manila; On-site; PHP 1,800,000 - 2,500,000; Full time

Benefits offered by this job

Flexible working

Health coverage

Company match

Job summary

The Financial Times is seeking a Senior Process & Knowledge Specialist to drive governance and continuous improvement of our Customer Care knowledge base and processes. You will design workflows, guide decision tools, manage Salesforce Knowledge, and collaborate with global teams to ensure scalable, compliant, and customer-focused support.

Applicants should bring proven knowledge-management experience in contact centre settings, strong writing and analytics skills, and the ability to work UK

Qualifications

• Proven background in knowledge management, process improvement and operational excellence within Customer Care or Contact Centre environments.
• Experience designing and optimising workflows, policies, process maps, and agent-facing guidance.
• Ability to identify gaps, risks and opportunities and support effective solutions.
• Experience managing knowledge platforms and governance processes including Salesforce Knowledge.
• Knowledge content structuring for consistency across agent, self-service and AI-assisted channels.

Responsibilities

• Define and improve the structure, governance, usability, and discoverability of the knowledge base to support various care experiences.
• Design and optimise operational workflows and decision tools to improve agent experience and efficiency.
• Ensure content is usable, compliant, and aligned with regulatory and business needs.
• Oversee knowledge base platform governance, updates, approvals, and standards for AI-assisted support.
• Analyse workflows and journeys to identify inefficiencies and opportunities for improvement.
• Collaborate with stakeholders to gather requirements and drive continuous improvements.

Skills

Knowledge management

Process improvement

Operational excellence

Business process analysis

Collaboration

Google Workspace

Analytics

Stakeholder management

Leadership

Tools

Salesforce Knowledge

Job description

The Financial Times is seeking a Senior Process & Knowledge Specialist to drive governance and continuous improvement of our Customer Care knowledge base and processes. You will design workflows, guide decision tools, manage Salesforce Knowledge, and collaborate with global teams to ensure scalable, compliant, and customer-focused support.

Applicants should bring proven knowledge-management experience in contact centre settings, strong writing and analytics skills, and the ability to work UK