Knowledge Content Specialist

Job Description

We are looking for a Knowledge Content Specialist to be the main person in charge of creating and managing knowledge articles, job aids, decision trees, and visual decision flows that help our frontline operations. You'll turn complicated policy, regulatory, and operational changes into clear, easy-to-understand content that is accurate, compliant, and actionable. You'll also lead content projects, making sure to scope out the work, create project plans, set milestones, manage timelines, and identify any risks and how to handle them. Keeping track of different versions, getting approvals, and updating content on time is also key to meet our content standards and audit needs. The goal is to make sure our knowledge resources are consistent, easy to read, and useful. You'll also create and maintain visual aids to help with quick decision-making on the front lines. Monitoring content quality, gathering feedback, and making improvements will be important for keeping our content effective and relevant. Lastly, you'll communicate project updates and any issues to stakeholders, working closely with training teams to integrate our content into learning programs and encourage its use.

Qualifications

1. 5+ years' experience in customer service, call center, or healthcare industry. 2. 3-5 years experience developing and delivering training curriculum. 3. Project Management Professional (PMP) certification or equivalent experience. 4. Demonstrated ability to translate complex, regulated information into clear, concise, frontline-ready written content. 5. Working knowledge of project management principles, including planning, execution, prioritization, risk identification, and stakeholder communication. 6. Strong problem-solving and decision-making skills with exceptional attention to detail and accuracy. 7. Proven experience collaborating with subject matter experts and cross-functional partners. 8. Ability to manage multiple priorities and deliver high-quality work in a fast-paced environment. 9. Strong discipline in version control, documentation standards, and content governance. 10. Proficiency in information design and use of visual artifacts to enhance comprehension and decision-making.

Benefits

- Medical, dental, and vision coverage - Paid time off - Retirement savings options - Wellness programs - Comprehensive benefits package.