Knowledge Management Specialist

About the Role  
As a Knowledge Management Specialist within the Customer Operations team, you will serve as a critical strategic partner across Customer Care, Risk and Payments, and Fraud Operations. This role supports a diverse set of specialized functions that are integral to our operational success.  

Each team member functions as a subject matter expert (SME) across multiple domains and owns end-to-end responsibility for the design, documentation, optimization, and governance of critical operational processes. You will drive clarity, efficiency, and scalability by defining process standards, ensuring compliance, managing knowledge systems, and enabling consistent communication across functions. In this high-performance role, you are expected to make informed decisions with wide-reaching consequences and champion operational excellence through collaboration, analysis, and innovation.  
 
Key Responsibilities  

Strategic Process Ownership  

• Assist in process definition, alignment, and optimization across Care, Risk and Payments Operations.  

• Serve as the process owner for multiple operational workflows, driving continuous improvement and consistency.  

• Make high-impact decisions regarding tooling needs, process rollout, and stakeholder alignment in cross-functional environments.  

• Map and maintain end-to-end workflows with full accountability for their design, governance, and accuracy.  

Information and Content   

• Maintain and evolve a comprehensive knowledge base that supports real-time operations across multiple verticals.  

• Ensure the seamless flow of accurate, up-to-date, and actionable information through standard messaging, internal documentation, and communications tools.  

• Translate complex, technical processes into intuitive reference materials for diverse audiences across Operations.  

• Own standard customer-facing communications for all operational teams, aligning with regulatory, tone, and brand requirements.  

Operational Enablement & Compliance  

• Drive readiness for internal and external audits through meticulous documentation, real-time updates, and compliance tracking.  

• Administer and enhance content delivery platforms (e.g., Zendesk, Teams, SharePoint) to support scale and usability.  

Cross-Functional Collaboration & Leadership  

• Partner with Strategy, Product, Tooling, Training and QA teams to influence roadmaps, test operational tools, and close the gap between process design and execution.  

• Collaborate on initiatives that impact technical infrastructure, system logic, user behavior, and communication strategy.  

Scope & Impact  
 

This role requires navigating a highly specialized and evolving environment with the ability to manage ambiguity, deliver cross-functional alignment, and scale with business growth. The Knowledge Management Specialist is a key decision-maker and trusted SME who influences operational strategy at the process and system level.  

Qualifications  

• 2+ years of experience in operations enablement, content strategy, process design, or internal communications—preferably within regulated industries (e.g., fintech, betting, healthcare, or financial services).  

• Proven experience managing documentation, workflows, or knowledge bases in high-volume, high-complexity environments.  

• Exceptional writing, editing, and content structuring skills. Communications, Technical Writing, Information Management, or related field preferred.  

• Demonstrated ability to independently own projects from strategy through execution while managing shifting priorities.  

• Technologically adept, with experience in systems such as Zendesk, SharePoint, or WordPress; comfortable navigating tool integrations.  

• Analytical and detail-oriented mindset, capable of interpreting operational pain points and transforming them into scalable solutions.  

• Strong cross-functional communication and stakeholder management skills.  

• Bilingual in English and Spanish preferred.  

Essential Requirements  

• Must be able to sit or stand and operate a computer or similar device for extended periods.