Knowledge Operations Specialist

As a Knowledge Operations Specialist, you will be responsible for owning and driving Knowledge Management and Support Automation initiatives. Your role will involve managing the knowledge portal, creating and maintaining high-quality content, coordinating product release notes, and leveraging AI-driven automation to enhance customer support efficiency. You will act as a bridge between Product, Support, and CX teams to ensure seamless knowledge flow and continuous improvement in customer experience. Key Responsibilities: - Knowledge Portal Management - Own and manage the company's Knowledge Portal (internal and external). - Ensure accuracy, relevance, and freshness of content. - Define taxonomy, structure, and governance for knowledge articles. - Content Creation & Management - Write, edit, and publish support articles, FAQs, how-to guides, and troubleshooting content. - Collaborate with subject matter experts to ensure clarity and consistency. - Track and analyze content performance to identify gaps and improvement opportunities. - Product Release Notes - Work closely with Product Managers to draft, review, and publish product release notes. - Ensure release communications are clear, timely, and accessible to both internal teams and customers. - AI & Support Automation - Drive AI automation initiatives to achieve zero human touch for non-critical issues. - Partner with Support and Engineering teams to design workflows, chatbots, and self-service enhancements. - Monitor adoption, success metrics, and continuously improve automation outcomes. - Program Management & Collaboration - Act as the central coordinator for knowledge and automation programs. - Ensure alignment between Support, Product, and CX functions. - Foster collaboration across multiple stakeholders as a strong team player. Qualifications Required: - 5+ years of experience in Program Management, Knowledge Management, Product Documentation, or related roles. - Strong writing, editing, and communication skills with attention to detail. - Proven experience in managing knowledge bases, documentation portals, or content management systems. - Familiarity with SaaS products, customer support processes, and product release cycles. - Hands-on experience with AI/automation tools (chatbots, workflows, self-service platforms) is highly desirable. - Strong project management skills with the ability to prioritize, manage timelines, and deliver outcomes. - Analytical mindset comfortable with using metrics to measure success (content adoption, self-service %, deflection rate, etc.). - Team-oriented, proactive, and effective in working with cross-functional teams. Additional Company Details: - Opportunity to shape and scale next-gen AI-driven customer support. - Work closely with Product and Leadership teams on high-visibility initiatives. - A collaborative environment that encourages innovation and ownership.,