Senior Knowledge & Process Lead, Customer Care

The Financial Times Ltd; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working (including working从hо

Health coverage (medical & dental)

Company match

Enhanced family leave packages

Job summary

The Financial Times Ltd is seeking a Senior Process & Knowledge Specialist to drive the governance and continuous improvement of Customer Care processes and our knowledge base. You will design scalable workflows, oversee content, and partner with global teams to deliver consistent, high-quality support across agent, self-service and AI‑assisted channels.

This role requires strong knowledge management, data analytics, and experience with Salesforce Knowledge and Google Workspace; UK hours may

Qualifications

• Proven background in knowledge management, process improvement, or operational excellence within customer care or contact centre environments.
• Experience designing, documenting, and improving workflows, policies and agent guidance.
• Ability to manage knowledge platforms and governance, including content standards and change control.

Responsibilities

• Define and improve the structure, governance and discoverability of the knowledge base.
• Design and optimise operational workflows and agent-facing guidance.
• Ensure content usability, compliance and alignment across channels including AI-assisted support.
• Lead knowledge content governance and cross-functional collaboration for continuous improvement.
• Analyse data and user feedback to drive content effectiveness and service efficiency.

Skills

Knowledge management

Process improvement

Operational excellence

Google Workspace

Analytical thinking

Communication

Stakeholder management

Tools

Salesforce Knowledge

Google Workspace

Job description

The Financial Times Ltd is seeking a Senior Process & Knowledge Specialist to drive the governance and continuous improvement of Customer Care processes and our knowledge base. You will design scalable workflows, oversee content, and partner with global teams to deliver consistent, high-quality support across agent, self-service and AI‑assisted channels.

This role requires strong knowledge management, data analytics, and experience with Salesforce Knowledge and Google Workspace; UK hours may