Knowledge Management Specialist

Responsibilities

• SOP Development & Maintenance: Ownership over drafting, formatting, and updating SOPs to ensure clarity, accuracy, and accessibility.
• Playbook Creation & Maintenance: Support operations leaders in creating and maintaining role-specific playbooks.
• Process Documentation: Collaborate with the Business Process Improvement team to capture workflows and translate them into structured documentation and process maps.
• Governance & Version Control: Maintain version history, approval records, and ensure alignment with compliance and internal standards.
• Knowledge Management: Contribute to building and organizing a centralized repository for SOPs and related operational documents.
• Cross-Functional Collaboration: Partner with teams across Operations, Sales, Customer Success, and other departments to ensure procedures reflect best practices.
• Continuous Improvement: Gather user feedback and recommend enhancements to the Business process Improvement team to streamline and optimize documented processes.

Requirements

• Education & Experience: Bachelor’s degree in Business Administration, Communications, Operations Management, or related field (or equivalent experience), plus 1–2 years in operations, documentation, or knowledge management.
• Documentation Expertise: Demonstrated ability to develop and maintain SOPs, playbooks, process maps, and other structured documentation.
• Tools & Systems: Proficiency with Microsoft Office, Google Workspace, and process mapping tools (e.g., Lucidchart, Visio, Miro); familiarity with project management platforms (easiest to use: Asana, Jira, Monday.com, Smartsheet).
• Communication Skills: Proven ability to simplify complex processes through clear written and verbal communication, following style guides or templates.
• Organization & Prioritization: Strong organizational skills with the ability to manage multiple projects in a fast-paced environment while maintaining attention to detail.

Success Measures

• SOPs are developed and maintained in alignment with organizational standards.
• Processes are documented in a clear, consistent, and accessible format.
• Cross-functional stakeholders report improved efficiency and consistency in execution.
• The role contributes to building a culture of operational discipline and continuous improvement.

Pay

$60,000-$70,000/year, based on experience + bonus potential

Schedule

4 days in office, 1 day remote