Strategic Knowledge & Process Lead, Customer Care

Aboutus Ft; Manila; On-site; PHP 3,781,000 - 5,671,000; Full time

Benefits offered by this job

Generous annual leave

Flexible working (including working从

Job summary

The FT is seeking a Senior Process & Knowledge Specialist to drive strategic development, governance, and continuous improvement of Customer Care processes and knowledge management. You will design and govern the knowledge ecosystem, ensuring scalable workflows and aligned content across agent, self‑service, and AI‑assisted support.

Working with Customer Care and other functions, you will enhance operational efficiency, improve agent and customer experience, and oversee ongoing optimization of

Responsibilities

• Define, manage, and improve the structure, governance, usability, and discoverability of the Customer Care knowledge base.
• Design and optimise operational workflows, process guidance, policies, and decision‑making tools.
• Ensure knowledge content balances usability, compliance, and operational efficiency for agents and customers.
• Oversee standards for knowledge content, workflows, and guidance across internal, customer‑facing, and AI‑assisted channels.
• Manage the knowledge base platform, including Salesforce Knowledge, with governance and approvals.
• Analyse workflows and customer journeys to identify inefficiencies and opportunities to improve experience.
• Collaborate with stakeholders across teams to deliver continuous improvements in knowledge management and supporting tools.
• Champion knowledge management best practices and promote adoption of content standards and process improvements.

Job description

The FT is seeking a Senior Process & Knowledge Specialist to drive strategic development, governance, and continuous improvement of Customer Care processes and knowledge management. You will design and govern the knowledge ecosystem, ensuring scalable workflows and aligned content across agent, self‑service, and AI‑assisted support.

Working with Customer Care and other functions, you will enhance operational efficiency, improve agent and customer experience, and oversee ongoing optimization of