Knowledge & Operational Readiness Lead

United States Digital Space LLC; Denver, Town of Texas (CO, WI); Hybrid; USD 101,000 - 119,000; Full time

Benefits offered by this job

100% paid health insurance

Equity ownership

401(k) matching

Catered meals and events

Generous time off

Job summary

United States Digital Space LLC is seeking a Knowledge & Operational Readiness Lead to own the content and readiness lifecycle across multiple functions. You will drive knowledge strategy, lead readiness programs, and influence Product, Engineering, Compliance, and CX partners at all levels.

You will guide SOPs and governance, develop scalable information architectures, and apply AI to deliver faster, higher-quality outcomes while coaching teammates and expanding cross-functional collaboration.

Qualifications

• Advanced knowledge of knowledge management and content strategy, typically 4–5+ years of relevant experience
• Proven track record owning multiple, more complex functions end-to-end with limited outside support
• Deep knowledge management background: governance, information architecture, content lifecycle, knowledge base operations
• Leads cross-functional collaboration with Product, Engineering, Compliance, and CX across multiple functions
• Executive-level communication: ability to move between granular detail and leadership-ready narratives
• Strong project management skills; able to manage multiple complex workstreams
• Uses AI to tackle hard, domain-specific problems for faster, higher-quality outcomes
• Active FINRA licenses where functionally necessary; subject matter expertise across functions

Responsibilities

• Own end-to-end content strategy and knowledge governance for assigned function(s): create, maintain, and improve Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives with go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
• Lead cross-functional collaboration across all assigned functions to align readiness and content strategy with Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training
• Establish content standards, information architecture, and governance frameworks that scale across functions
• Partner with Customer Support leadership to prepare frontline teams for launches and minimize customer friction
• Analyze metrics to identify patterns and improvement opportunities; drive post-launch reviews and improvements
• Communicate readiness status, insights, and risks to stakeholders from operational to executive level
• Coach and share expertise with teammates; influence knowledge management practices across the organization
• Use AI to streamline workflows, reduce bottlenecks, and deliver higher-quality outcomes faster

Skills

Knowledge management

Content strategy

Cross-functional collaboration

Executive communication

Project management

AI in workflows

FINRA licenses

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. the company isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Platforms Knowledge Management team's mission is to ensure the company associates and customers have clear, current, and compliant guidance at their fingertips. We own the knowledge ecosystem — taxonomy, governance, editorial standards, and content lifecycle — and partner closely with CX Strategy, Product, Operations, Compliance, Legal, and Quality to publish SOPs and reusable messaging that are easy to find and use.

As a Knowledge & Operational Readiness Lead, you will own the full content and readiness lifecycle across multiple, more complex assigned functions — driving knowledge strategy, leading readiness programs, and making meaningful program-level decisions with limited outside support. You lead cross-functional collaboration across all of your functions simultaneously, influence Product, Engineering, Compliance, and CX partners at all levels, and develop colleagues within the team. This is a role for someone who is equally fluent in SOPs and go/no-go frameworks, and uses AI to rethink what's possible.

This role is based in our Denver, CO and Westlake, TX offices, with in-person attendance expected at least 3 days per week.

At the company, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Own end-to-end content strategy and knowledge governance for assigned function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows

• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives

• Lead cross-functional collaboration across all assigned functions simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy

• Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team

• Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction

• Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives

• Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives

• Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices

• Use AI to tackle complex, domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster.

What you bring

• Experienced individual contributor with advanced knowledge of knowledge management and content strategy, and practical experience across multiple related job areas — typically 4-5+ years of relevant experience

• Proven track record of independently owning multiple, more complex functions end-to-end and making meaningful program-level decisions with limited outside support

• Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations

• Leads cross-functional collaboration and influences Product, Engineering, Compliance, and CX partners across all levels across multiple, more complex assigned functions

• Executive-level communication: able to move between granular operational detail and leadership-ready narratives depending on the audience

• Strong project management skills; comfortable holding multiple complex workstreams simultaneously without losing quality

• Uses AI to tackle hard, domain-specific problems — not just to speed up work but to rethink what's possible

• Active FINRA licenses where functionally necessary; deep subject matter expertise in assigned function(s)

What we offer

• Challenging, high-impact work to grow your career.

• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.

• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.

• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.

• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.

• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!

• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$115,000—$135,000 USD

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$101,000—$119,000 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$89,000—$105,000 USD