Knowledge Management Program Lead

Responsibilities

Establish governance models for how knowledge is created, reviewed, maintained, and retired.

Design and operationalize a centralized knowledge management system that serves as the single source of truth for Trust & Safety.

Own knowledge infrastructure—including platform selection, configuration, and integrations.

Implement version controls, logging, and retrieval mechanisms within that infrastructure.

Build systems that link policy, guidance, and SOPs to prevent drift.

Develop cascading change management processes to ensure downstream updates are triggered and tracked.

Support role- and region-based access to knowledge, and align with cross-functional T&S partners on access standards and single source of truth use cases.

Build feedback intake systems that leverage QA, user behavior signals, escalations, and operational data.

Define and track program success metrics.

Continuously improve knowledge quality and discoverability based on data.

What We're Looking For

4+ years of experience in a Knowledge Management program, with a track record of building or scaling knowledge systems in complex, regulated, or operational environments.

Strong familiarity with knowledge platforms (e.g., Guru, Notion, Zendesk, CMS tools) and an understanding of their limitations.

Expertise in taxonomy design, information architecture, and content structuring strongly preferred.

Excellent communication skills—you can articulate complex concepts clearly and succinctly to stakeholders across functions and levels.

Analytically minded—you use data from a variety of sources to identify trends and drive continuous improvement.

Deeply curious and collaborative—you ask good questions, challenge assumptions, and seek out perspectives that close knowledge gaps.

Highly organized and comfortable working independently, with the judgment to escalate issues that could impact program quality or timelines.

Passionate about keeping people safe online, regardless of personal familiarity with specific regional norms or cultures.

Preferred Qualifications

Experience in Trust & Safety, content moderation, or platform operations.

Familiarity with AI-assisted moderation workflows and the knowledge requirements they introduce.

Background working in cross-functional environments with policy, legal, product, and vendor teams.

Experience supporting or implementing knowledge tools for distributed or outsourced operations teams.