checkout.com - Knowledge Manager (People Team)
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Requirements
• 3+ years of experience in knowledge management, preferably in HR/Operations landscape (although Functional alignment not essential) • Strong experience with knowledge management systems, tools, and platforms (e.g., Preferably Confluence, ZenDesk or similar) • Proven ability to work cross-functionally and manage projects across different departments • Excellent communication and interpersonal skills • Strong organisational skills and attention to detail • Analytical mindset with the ability to assess the effectiveness of knowledge-sharing practices • Ability to manage multiple tasks and deadlines in a fast-paced environment. • It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. • Life at Checkout.com http://Checkout.com • We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection. • Curious about what it’s like to be part of our team? Visit our Careers Page https://www.checkout.com/careers to learn more about our culture, open roles, and what drives us. • For a closer look at daily life at Checkout.com http://Checkout.com, follow us on LinkedIn https://www.linkedin.com/company/checkout/life/ and Instagram https://www.instagram.com/checkout_com/
Responsibilities
• Knowledge Governance & Oversight: Establish the standards for how HR information is captured, stored, retrieved and maintained. You act as the final gatekeeper for quality, consistency, and tone across the entire People ecosystem. • Gap Analysis & Strategy: Proactively identify "blind spots" where employee documentation is missing or unclear. You collaborate with SMEs to ensure every common employee question has a verified, structured answer. You routinely review and update existing knowledge to ensure accuracy and relevance • Ecosystem Orchestration: Oversee the health of the self-service platform, ensuring the Knowledge Graph is logical and AI models are consuming high-quality, relevant data. • Content Experience Design: Ensure information isn't just "available" but is "meaningful." You translate complex policy into employee-centric language and ensure it is delivered through the most effective digital channels. You ensure consistency in content, language, and formatting across all knowledge materials • Policy & SOP Lifecycle Management: Design the end-to-end process for transforming departmental decisions into AI-ready and readable answers, ensuring outdated information is instantly purged to maintain accuracy. • Analytical Problem Solving: Investigating "knowledge failures" - such as when an AI gives a low-confidence answer or an employee can't find information. You diagnose whether the problem is the content structure, the wording, or the policy itself, and resolve it to improve the system’s intelligence. • Implement feedback loops: to ensure continuous improvement of knowledge processes and resources, and track key metrics to measure the success and impact of knowledge management initiatives • AI-Assisted Documentation: Specifically using AI tools to capture and draft SOPs and "tribal knowledge" that often sits outside of formal policy. You evaluate and implement new technologies or systems to improve knowledge sharing and access • Product Readiness: A new focus on ensuring all content meets a "Definition of Ready" before it is pushed to the live employee-facing product (the AI bot/portal). This includes testing the "user experience" of the information itself. • SME Collaboration: Partner with functional leads to ensure their specialised knowledge is codified and updated without requiring them to be experts in content management systems.
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