Knowledge Operations Manager - Remote

Overview

The Knowledge Operations Manager is a foundational role within Neighborhood Operations, responsible for Help Center knowledge accessed by customers, as well as internal resources used by the frontline agents who support them.

In Short

• Create, publish, and maintain knowledge articles and resources for Nextdoor customers.
• Manage stakeholder requests for new or updated resources.
• Collaborate with stakeholders to define content strategies.
• Translate complex information into clear language.
• Implement and optimize AI knowledge solutions.
• Analyze data to identify knowledge gaps.
• Monitor key knowledge performance indicators.
• Provide reporting on knowledge resource usage.
• Support large-scale agent training initiatives.
• Participate in in-person Nextdoor events.

Requirements

• 3+ years of experience in customer support operations.
• Experience managing knowledge base articles.
• Excellent written communication skills.
• Experience optimizing knowledge for AI solutions.
• Data-driven mindset with analytics experience.
• Strong interpersonal skills.
• Ability to manage cross-functional projects.

Benefits

• Competitive salary ranging from $95,000 to $110,000 annually.
• Equity grant with quarterly vesting.
• Variety of health plans available.
• OneMedical membership for concierge care.
• Inclusive work environment.