Knowledge Manager

Jobtailor

San Francisco (CA)

Hybrid

USD 120,000 - 150,000

Full time

6 days ago

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Job summary

Jobtailor is seeking a Knowledge & Content Operations Lead to own the knowledge base structure, quality, and day-to-day health. You will strengthen and scale the content program, establish writing and review standards, and build dashboards to monitor coverage, freshness, and utilization.

You will collaborate with Quality, Product, Marketing, Analytics, and Engineering to optimize content for AI retrieval, support localization, and drive improvements across a regulated digital health SaaS

Qualifications

3+ years owning or managing knowledge, content, or documentation for support operations or similar.
Experience using content health metrics to prioritize work.
Experience managing content for multiple audiences and formats.
Hands-on experience administering a knowledge base or content repository.
Experience with tools such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru.
Bachelor’s degree or equivalent practical experience.
Experience with AI tools to improve content workflows.
Experience in a technical SaaS, digital health, or regulated environment.

Responsibilities

Own the structure, quality, and day-to-day health of the knowledge base.
Scale content operations program and establish standards for creation, review, and approval.
Build dashboards measuring coverage, freshness, utilization, and performance.
Improve information architecture, taxonomy, labeling, and metadata.
Rewrite content for various audiences and AI systems.
Partner with Quality, Product, Marketing, Analytics, and Engineering to optimize content for AI retrieval.

Skills

Knowledge Management

Content Operations

AI Tools Utilization

Content Health Metrics

KCS Knowledge-Centered Service

Collaboration

Partnership Building

Education

Bachelor’s Degree

Tools

Zendesk Guide

Salesforce Knowledge

Intercom

Confluence

Guru

Job description

Own the structure, quality, and day-to-day health of support knowledge
Strengthen and scale the content operations program
Create standards for writing, maintaining, reviewing, and approving knowledge
Build a dashboard measuring content coverage, consistency, freshness, utilization, and performance
Improve knowledge-base information architecture, including taxonomy, labeling, metadata, templates, and content relationships
Rewrite content for frontline specialists, AI systems, and other content consumers
Establish partnerships and feedback loops across Support Operations, Quality, Product, Marketing/Brand, Analytics, Engineering, and other content owners
Operationalize reporting and use content measures to prioritize improvements
Launch repeatable processes for documenting launches, product changes, policy updates, and operational changes
Own and continuously improve the support knowledge program, including structure, standards, ownership, review cadence, and performance reporting
Optimize content tools and AI-supported workflows with vendors, Product, and Engineering
Improve information reliability and contribute to AI-supported resolutions, specialist productivity, ticket handle time, and CSAT
Support content localization and scalable practices as Hinge Health expands into new markets
Become a trusted partner to teams creating or maintaining member-facing and internal-facing knowledge

Requirements

3+ years of experience owning or managing knowledge, content, or documentation, ideally for support operations, customer service, or a similar customer‑facing department
Comfortable using content health and support data to prioritize work and measure success
Experience managing content for multiple audiences and formats, including internal support guidance, help center articles, process or policy documentation, and internal- and external-facing product guides
Hands‑on experience administering a knowledge base or content repository
Experience with tools such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or a comparable platform
Bachelor’s degree in a related field or equivalent practical experience
Experience using AI tools to improve content workflows
Experience supporting a technical SaaS, consumer technology, or other complex product
Familiarity with customer support AI tools, virtual agents, search, and AI‑assisted knowledge workflows
Familiarity with Knowledge‑Centered Service (KCS) or a similar knowledge‑management methodology
Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval
Experience working in healthcare, digital health, or a similar regulated environment
Willingness to work from the San Francisco office 3 days a week for the full 8 hours of a typical business day
Located in or willing to relocate to the SF Bay Area
Legally authorized to work in the United States

Core Competencies

Demonstrates expertise in managing knowledge and content operations, with a focus on optimizing workflows and improving information architecture. Proficient in utilizing data to measure success and enhance content for diverse audiences in customer support environments.

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