Knowledge & Operational Readiness Lead
Core
Own end-to-end content strategy and knowledge governance for assigned functions, leading readiness planning for product launches and operational initiatives.
Role type
Senior individual contributor knowledge management lead
Builds
Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
Domain
Financial services / Knowledge management
Required skills
Knowledge management and content strategy, Information architecture, Cross-functional collaboration, Executive-level communication, Project management, AI application for complex problems, FINRA licensing
Preferred skills
None stated
Technologies
AI tools
Responsibilities
Own end-to-end content strategy and knowledge governance; Lead readiness planning for product launches and policy updates; Lead cross-functional collaboration across Product, Engineering, Operations, and Compliance; Establish content standards and governance frameworks; Partner with Customer Support leadership to prepare teams for launches; Analyze metrics to identify inefficiencies and drive improvements; Communicate readiness status and risks to stakeholders; Guide and coach colleagues on knowledge management processes.
Seniority
Senior, hands-on IC