GoFundMe - Senior Specialist, Knowledge Management

• Audit and Triage: Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing. Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions. Identify contradictions between documents and prioritize remediation based on operational risk and usage frequency, not comprehensiveness. • Audit and Triage: • Design the Information Architecture: Build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved, to serve both findability and governance. This includes selecting and administering the tooling, setting permissions structures, and maintaining the integrity of the system as it scales. • Design the Information Architecture: • Own the Foundation: Design and implement the frameworks that make the knowledge base coherent across teams: documentation templates by content type, versioning protocols, review cadences, content lifecycle rules including deprecation and archiving, and the quality criteria that define what publishable guidance looks like. • Own the Foundation: • Oversee Downstream Propagation: Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts, and what needs to be updated when a source changes so that stale or superseded content does not persist in active use. • Oversee Downstream Propagation: • Capture Institutional Knowledge: Develop and run structured methods for extracting undocumented knowledge from experienced team members. This includes documentation sprints, structured interviews with subject matter experts, and shadow sessions with reviewers and operations staff. • Capture Institutional Knowledge: • Close the Feedback Loop: Maintain active signals from the frontline back to documentation owners. in collaboration with QA and SMEs, synthesize escalation patterns, reviewer improvisation, and recurring QA errors that show the knowledge system may be failing or need revision. Act as an early warning system for knowledge gaps before they become operational errors at scale. • Close the Feedback Loop: • Own Ongoing Health: Maintain the knowledge base as a living system through scheduled content reviews with document owners, proactive identification of drift between documentation and practice, and a clear process for submitting and resolving content gaps. • Own Ongoing Health: • Enable the Team: Serve as the connective layer between T&S functions when it comes to information flow. Each team produces and consumes knowledge differently. Your job is to design systems that serve all of them without requiring each team to manage its own silo. This includes partnering with training to translate policy and process changes into operational practice, ensuring that what gets decided at the strategy level lands correctly at the execution level across functions. • Enable the Team: • Measure What Matters: Define and track metrics that surface whether the knowledge program is working: search success rates, content utilization, coverage against active policies, time-to-competency for new hires, and documentation currency. • Measure What Matters: • 3-5 years experience working in knowledge management, content strategy, program management, or a closely related field, preferably within Trust and Safety. • Experience in a T&S, content moderation, or platform integrity environment is a meaningful advantage. Familiarity with how policy documents, reviewer guidelines, and escalation frameworks function in practice shortens the ramp significantly. • Demonstrated experience auditing and restructuring a messy knowledge environment, not just maintaining a clean one. • Comfort operating with limited precedent and incomplete information. You can assess a complex situation, identify the most important leverage points, and move without waiting for perfect clarity. • Strong cross-functional communication skills. You will need to earn buy-in from senior T&S leaders who are not knowledge management practitioners and advise policy and process owners on how to structure guidance that holds up in a knowledge system. • Ability to work with ambiguity, thrive in a dynamic environment with shifting priorities and quickly adapt to process and policy changes. • Work well with a distributed global workforce and confidently maintain communication while working autonomously in a remote or hybrid environment. • An ambitious self-starter with strong ownership and accountability. • Strong attention to detail with the ability to identify inconsistencies and escalate potential risks appropriately. • Fast learner who takes initiative and follows through on tasks without sacrificing quality. • Excellent organizational skills, with the ability to manage competing priorities effectively.