Knowledge Operations Team Lead

About the Role:

Knowledge Operations is the team that owns information management for workplace support. This team is responsible for creation and distribution of all of our internal and external content, including policies and procedures.  As the Knowledge Operations Team Lead your primary role is to oversee the Knowledge Operations team. 

Your responsibility is to provide knowledge operations specialists with constructive feedback, identify performance issues, and maintain high standards for the team. You aren't afraid to say, 'This piece of content isn't ready for publication, and here's why.' You ensure that written materials are clear, knowledge management systems are easy to navigate, and are able to deliver feedback that aligns with our standards. You're also incredibly hands-on, willing to take the pen yourself and create strong content for publication. You became a product expert so that you can steer your team effectively. 

Day-to-Day Responsibilities:

• Closely auditing written content and gating any work that isn't up to your standards.

• Monitoring individual performance, in terms of quality of writing, productivity, and prioritization.

• Maintaining coaching logs and providing regular written feedback to knowledge ops specialists

• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect

• Investigating and researching new features in order to become an expert. Using your expertise to inform all published content. 

• Designing and auditing a system for knowledge transfer that's intuitive and and easily to navigate.  

• Regularly shadowing or auditing support agents calls to test the usability of written materials and guides. 

Profile Must Haves:

• Demonstrated coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.

• Demonstrated management experience – You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.

• Excellent written communication skills – You're an excellent writer with a unique ability to communicate via writing. 

• Excellent verbal communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.

• Systems Thinker - You think in systems. You're energized by the idea of revamping a flawed or disorganized system. 

• Strong problem-solving abilities – You excel at identifying problems, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.

• Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.

• Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.

• Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your team effectively.

• Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.

System Requirements

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection

Benefits:

• $65,000 - $120,000 USD per annum

• Unlimited PTO

• Fully Remote

• Opportunity to make a significant impact with healthcare customers

Working Environment

100% remote, globally

Hiring Process

• Application

• Case Study

• Hiring Manager Interview

• Executive Interview

• Offer