Remote Knowledge Management Lead

BetMGM; New Jersey; On-site; USD 50,000 - 65,625; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Pre-tax spending accounts

Flexible PTO

Professional development reimbursement

Employee resource groups

Ticket giveaways

Job summary

BetMGM is seeking a Knowledge Management Specialist within the Customer Operations team to drive process ownership, governance, and scalable knowledge systems across Care, Risk, Payments, and Fraud Operations.

You will translate complex procedures into clear reference materials, support audits, and collaborate with Strategy, Product, Tooling, Training, and QA to improve tooling and documentation at scale.

Qualifications

• 2+ years in operations enablement, content strategy, process design, or internal communications.
• Experience managing documentation, workflows, or knowledge bases in high-volume environments.
• Exceptional writing, editing, and content structuring skills.
• Ability to own projects from strategy through execution.
• Technologically adept with Zendesk, SharePoint, or WordPress; comfortable with integrations.
• Bilingual English and Spanish preferred.

Responsibilities

• Own process definitions and drive cross-functional alignment across Care, Risk and Payments Operations.
• Maintain and evolve a knowledge base for real-time operations across verticals.
• Prepare documentation to support audits and regulatory compliance.
• Manage content delivery platforms (e.g., Zendesk, SharePoint, Teams).
• Collaborate with Strategy, Product, Tooling, Training and QA teams to improve tooling and documentation.
• Translate complex processes into clear reference materials for diverse audiences.

Skills

Written communication

Editing

Cross-functional collab

Project management

Analytical thinking

Bilingual EN/ES

Education

Communications or Information Management degree

Tools

Zendesk

SharePoint

WordPress

Job description

BetMGM is seeking a Knowledge Management Specialist within the Customer Operations team to drive process ownership, governance, and scalable knowledge systems across Care, Risk, Payments, and Fraud Operations.

You will translate complex procedures into clear reference materials, support audits, and collaborate with Strategy, Product, Tooling, Training, and QA to improve tooling and documentation at scale.