Knowledge Management Strategy Lead

Skills

About the Role

You will own the end-to-end content strategy and knowledge governance for your assigned functions, from Help Center articles and SOPs to escalation paths and support workflows. You will lead readiness planning for product launches, policy updates, and operational initiatives, making go/no-go recommendations and driving post-launch reviews. You will collaborate cross-functionally with Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners, influencing stakeholders at all levels. You will establish content standards and governance frameworks, analyze metrics to find improvement opportunities, and coach colleagues on the team. You will also use AI to solve complex, domain-specific knowledge problems and deliver higher-quality outcomes faster. This role is based in Denver, CO or Westlake, TX, with in-person attendance expected at least 3 days per week.

Requirements

• 4-5+ years of relevant experience in knowledge management and content strategy
• Proven track record of independently owning multiple complex functions end-to-end
• Deep knowledge management and content strategy background including governance, information architecture, content lifecycle, and knowledge base operations
• Experience leading cross-functional collaboration and influencing Product, Engineering, Compliance, and CX partners
• Executive-level communication skills
• Strong project management skills across multiple complex workstreams
• Experience using AI to tackle hard, domain-specific problems
• Active FINRA licenses where functionally necessary

Responsibilities

• Own end-to-end content strategy and knowledge governance for assigned functions, including Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
• Lead readiness planning for product launches, policy updates, process changes, and operational initiatives, including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
• Lead cross-functional collaboration across Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners
• Establish content standards, information architecture, and governance frameworks that scale across functions
• Partner with Customer Support leadership to prepare frontline teams for launches and minimize customer friction
• Analyze metrics to identify patterns, inefficiencies, and improvement opportunities and lead improvement initiatives
• Communicate readiness status, performance insights, and risks to stakeholders at all levels
• Guide, coach, and share functional expertise with colleagues within the team
• Use AI to tackle complex, domain-specific knowledge problems

Benefits

• Bonus programs
• Equity ownership
• 401(k) matching
• 100% paid health insurance for employees with 90% coverage for dependents
• Lifestyle wallet benefits spending account
• Employer-paid life and disability insurance
• Fertility benefits
• Mental health benefits
• Company holidays, paid time off, sick time, and parental leave
• Catered meals, events, and comfortable workspaces