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JOB DESCRIPTION
Role: Operations Knowledge Author
Profile: Strong operational writer with experience in translating business process into consumable information quickly and easily...cutting through noise and making it easy to understand. Ideal is someone who has done this type of work for call center operations and sometimes tech writers do well, also.
About the Opportunity
The Operations Division is reimagining how knowledge supports people in the flow of their work. We're seeking an Operations Knowledge Author to create and maintain high-quality, actionable content that equips our Operations teams to deliver efficient processes and exceptional customer experiences.
You will transform information from over 15 internal and external platforms into clear, structured knowledge that helps Operations teams support our customers throughout their journey. This includes developing and updating content in sync with planned product releases, ensuring Operations teams are ready with accurate, validated knowledge at launch.
This role applies a "knowledge-as-data” mindset—developing structured, modular content that integrates directly into operational systems, workflows, and tools, ensuring the right information is available at the right time. You'll also help shape the future of how we create and manage knowledge—applying modern authoring techniques to increase efficiency, accuracy, and consistency at scale.
Working closely with subject matter experts, technology, program, and product management, you'll ensure our knowledge ecosystem stays current, connected, and ready to evolve with our digital operations delivery model.
In this role, you will:
Knowledge Development and Enablement (50%)
Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.
Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.
Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.
Consolidate and synthesize information from multiple products and platforms into unified, searchable, easy-to-navigate knowledge assets.
Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.
Content Quality, Structure and Governance (30%)
Tag, classify, and maintain knowledge content using Client's defined metadata and governance standards to improve searchability and consistency.
Participate in routine content audits to ensure accuracy, timeliness, and lifecycle compliance.
Track and report on content health metrics such as review completion, update frequency, and accuracy scores.
Recommend and implement improvements to templates, structure, or workflows based on analytics and user feedback
Collaboration & Continuous Improvement (20%)
Partner with the Knowledge Manager to align content with governance policies and lifecycle workflows.
Participate in release-readiness planning to ensure that new or updated knowledge content is developed and validated prior to launches.
Ensure published knowledge content is optimized for search and accessibility.
Contribute to continuous improvement initiatives including AI-assisted authoring approaches for efficiency.
Engage in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations.
About You
3+ years of experience writing and editing content that explains complex processes and product functionality in simple, clear terms, ideally in an EdTech or SaaS setting.
Experience with technical writing for troubleshooting or how-to content (e.g., job aids, agent-facing knowledge articles) covering software, devices, or platform issues.
Familiarity with common operating systems and device environments (Windows, Mac, iOS/iPadOS, Chrome OS, Android) sufficient to write clear, accurate instructions across platforms.
Comfort translating technical or diagnostic information — networking, device management, end-user applications — into content that non-technical audiences can follow.
Ability to read and interpret technical manuals, procedures, and vendor/product documentation as source material for authored content.
Demonstrated exceptional writing and editing skills, with the ability to simplify complex information into clear, actionable language.
Experience with enterprise knowledge platforms (e.g., SharePoint, ServiceNow, Confluence)
Familiarity with AI-assisted authoring tools or content analytics platforms.
Understanding of metadata, taxonomy, and accessibility standards.
Strong organizational skills and meticulous attention to detail.
Proven ability to collaborate effectively with subject matter experts and cross-functional teams.
Comfort working in a structured environment with defined governance and workflows.
Knowledge of usability testing, information design, or UX writing principles.
Certification or training in writing/editing, knowledge-centered service (KCS), or knowledge management frameworks.
Familiarity with Knowledge Centered Service (KCS) principles.
All roles at Client require:
A passion for expanding educational and career opportunities and mission-driven work
Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
Clear and concise communication skills, written and verbal
A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
Authorization to work in the United States
Goal #1: Produce and maintain high-quality, accurate, and accessible Knowledge Content
Quant/Qual Metric + Baseline: Maintain an average content quality score of &Client;95% across SME or peer reviews, based on criteria such as clarity, accuracy, and compliance with content standards. (Baseline TBD)
Quant/Qual Metric + Baseline: Maintain a &Client;95% accuracy rate for authored content verified during release readiness reviews or SME validation cycles. (Baseline TBD)
Quant/Qual Metric + Baseline: Ensure 100% of authored content complies with metadata, taxonomy, and accessibility standards as defined by the knowledge governance policy. (Baseline TBD)
Goal #2: Deliver timely, accurate knowledge to support product and program releases
Impact Metric + Baseline: Complete and publish 100% of assigned release-related knowledge articles by the designated release readiness date.
Quant/Qual Metric + Baseline: Maintain a post-launch correction rate of ≤***% due to outdated or inaccurate information in release-related knowledge content.
Quant/Qual Metric + Baseline: Achieve &Client;90% satisfaction in quarterly feedback from Operations staff on the availability and usefulness of release-related knowledge content.
Goal #3: Leverage AI Tools to streamline knowledge creation and maintenance
Impact Metric + Baseline: Achieve a 30% reduction in average article creation time by leveraging AI-assisted drafting, summarization, or metadata generation tools. (Baseline TBD)
Quant/Qual Metric + Baseline: Apply AI-supported tagging or classification to at least 90% of new articles to improve findability and alignment with metadata standards.
Quant/Qual Metric + Baseline: Each quarter, identify and roll out at least two improvements using AI tools that help speed up writing, improve clarity, or reuse existing content.