Operating Memory Lead

About the role

The role involves capturing and documenting tribal knowledge across various departments within Harper, transforming it into structured, AI-legible knowledge. This includes building operating memory, shaping meetings to produce useful artifacts, identifying edge cases, translating operations into product requirements, and maintaining the knowledge base.

Responsibilities

• Capture tribal knowledge by embedding with different teams and documenting their processes and workflows.
• Build operating memory by turning transcripts, Slack threads, Looms, and other materials into source-of-truth documents, decision logs, playbooks, process maps, onboarding paths, and glossaries.
• Use AI as a force multiplier to create repeatable workflows that turn raw context into decisions, owners, open loops, SOPs, training material, and product requirements.
• Make meetings AI-legible by ensuring they produce useful artifacts such as decisions, owners, definitions, edge cases, unresolved questions, and next steps.
• Document edge cases where workflows break, including reworks, escalations, stale quotes, underwriter follow-ups, payment/binder gaps, COI delays, customer confusion, and other issues.
• Translate operations into product requirements and ensure that the knowledge captured is actionable and usable by both humans and AI agents.
• Maintain the knowledge base by keeping documentation current, assigning owners, killing stale guidance, and ensuring that people know where the truth lives.
• Turn repeated problems into systems by creating playbooks, QA checks, training artifacts, and product requirements when necessary.

Requirements

• 2–8 years in research, product ops, knowledge management, technical writing, implementation, chief-of-staff work, qualitative research, instructional design, or startup operations.
• Exceptional written communication skills.
• Strong AI-tool fluency (Claude, ChatGPT, Granola, transcript workflows, structured prompting, AI-assisted synthesis).
• Demonstrated ability to interview stakeholders and extract operational detail.
• Structured but not bureaucratic; care about whether documentation changes behavior, not just looks polished.
• Low-ego, persistent, and allergic to "someone should probably document that."