Senior Specialist, Knowledge Management

Talent Acquisition

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About the role

We’re hiring a Senior Specialist, Knowledge Management on the Trust and Safety (T&S) team. T&S manages significant institutional knowledge across policy, compliance, operations, and review functions, but that knowledge needs to be centralized and systematically maintained.

Responsibilities

• Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing.
• Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions.
• Prioritize remediation based on operational risk and usage frequency, not comprehensiveness.
• Design the Information Architecture: build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved, to serve both findability and governance.
• Select and administer the tooling, set permissions structures, and maintain the integrity of the system as it scales.
• Design and implement the frameworks that make the knowledge base coherent across teams: documentation templates by content type, versioning protocols, review cadences, content lifecycle rules including deprecation and archiving, and the quality criteria that define what publishable guidance looks like.
• Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts, and what needs to be updated when a source changes so that stale or superseded content does not persist in active use.
• Develop and run structured methods for extracting undocumented knowledge from experienced team members.
• Synthesize escalation patterns, reviewer improvisation, and recurring QA errors that show the knowledge system may be failing or need revision.
• Act as an early warning system for knowledge gaps before they become operational errors at scale.
• Maintain the knowledge base as a living system through scheduled content reviews with document owners, proactive identification of drift between documentation and practice, and a clear process for submitting and resolving content gaps.
• Partner with training to translate policy and process changes into operational practice, ensuring that what gets decided at the strategy level lands correctly at the execution level across functions.
• Define and track metrics that surface whether the knowledge program is working: search success rates, content utilization, coverage against active policies, time-to-competency for new hires, and documentation currency.

Requirements

• 3-5 years experience working in knowledge management, content strategy, program management, or a closely related field, preferably within Trust and Safety.
• Experience in a T&S, content moderation, or platform integrity environment is a meaningful advantage.
• Familiarity with how policy documents, reviewer guidelines, and escalation frameworks function in practice shortens the ramp significantly.
• Demonstrated experience auditing and restructuring a messy knowledge environment, not just maintaining a clean one.
• Comfort operating with limited precedent and incomplete information.
• Ambitious self-starter with strong ownership and accountability.
• Strong cross-functional communication skills.
• Strong attention to detail with the ability to identify inconsistencies and escalate potential risks appropriately.
• Fast learner who takes initiative and follows through on tasks without sacrificing quality.
• Excellent organizational skills, with the ability to manage competing priorities effectively.

Qualifications

• Ability to work with ambiguity, thrive in a dynamic environment with shifting priorities and quickly adapt to process and policy changes.
• Work well with a distributed global workforce and confidently maintain communication while working autonomously in a remote or hybrid environment.

Skills

• Knowledge management
• Content strategy
• Program management
• Trust and Safety
• Content moderation
• Platform integrity

Benefits

Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits. Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being. Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow. Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups. Community Engagement: Make a difference through our volunteering program.

Pay

The annual U.S. salary range for this full-time position is $85,000 - $125,000. The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training.

Schedule

Your recruiter can share more about the specific total compensation package based on your location during the hiring process.

Equal Opportunity Employer

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

Global Data Privacy Notice

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