Senior Knowledge & Process Architect - Remote

Aboutus Ft

Manila

On-site

PHP 5,657,000 - 6,914,000

Full time

6 days ago

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Benefits offered by this job

Flexible working

Health coverage

Family leave

Job summary

The Senior Process & Knowledge Specialist at Financial Times drives the strategic development, governance, and continuous improvement of Customer Care processes and knowledge management. You will shape the knowledge ecosystem to support agent, self-service, and AI-assisted support, collaborating across Customer Care and other functions.

Responsible for overseeing the knowledge base, content standards, and operational guidance, you will optimise workflows and ensure content remains compliant and

Qualifications

Proven background in knowledge management, process improvement, or operational excellence within customer care contexts.
Experience designing and governing knowledge bases, workflows, and agent guidance.
Familiarity with Salesforce Knowledge or similar knowledge-base platforms.

Responsibilities

Define and improve the structure and governance of the Customer Care knowledge base across channels.
Design and optimise workflows, policies, and decision tools for efficient agent and customer experiences.
Ensure content aligns with legal, regulatory, and business requirements and is easy to discover.

Skills

Knowledge management

Process improvement

Operational excellence

Stakeholder collaboration

Data-driven decision making

Google Workspace

Salesforce Knowledge

AI-assisted support

Tools

Salesforce Knowledge

Google Workspace

Job description

Responsible for overseeing the knowledge base, content standards, and operational guidance, you will optimise workflows and ensure content remains compliant and

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