Senior Specialist, Knowledge Management

Role overview

This opportunity is offered on behalf of a partner organization that handles the application review and follow-up process. The hiring team is seeking a Senior Specialist in Knowledge Management located in New Zealand.

The role sits at the center of improving how institutional knowledge is captured, organized, and sustained within a fast-moving Trust and Safety function. You will transform scattered documents, operational insight, and policy content into a reliable knowledge framework that supports critical decisions at scale.

The position focuses on creating order from complexity and making sure important information remains correct, easy to find, and aligned with day-to-day operations. You will work closely with policy, operations, quality assurance, and subject matter experts to keep knowledge current and useful across teams.

This is a highly dynamic, globally distributed environment that calls for strong ownership, the ability to influence others, and comfort working through ambiguity. Your work will have a direct effect on the consistency, precision, and efficiency of Trust and Safety operations worldwide. It combines systems design with change management, shaping how knowledge is produced, shared, and maintained across the organization.

Accountabilities

• Review the current knowledge landscape, identify missing pieces, inconsistencies, and outdated or conflicting materials across policy, compliance, and operations.
• Create and sustain the information structure that defines how knowledge is organized, stored, accessed, and governed across teams.
• Set standards for documentation, including templates, version control, content lifecycle rules, and quality expectations for knowledge assets.
• Manage knowledge dependencies so that updates in source content are correctly carried through to downstream documents and workflows.
• Develop organized approaches to capture implicit or undocumented expertise from SMEs through interviews, workshops, and focused documentation efforts.
• Establish feedback mechanisms with QA and operations teams to surface knowledge gaps and repeated mistakes affecting frontline performance.
• Protect the long-term quality of the knowledge base through periodic reviews, audits, and lifecycle management practices.
• Work with training and operational leaders to ensure knowledge is turned into practical action across global teams.
• Set and monitor metrics such as content freshness, search performance, coverage gaps, and onboarding effectiveness.
• Serve as a coordination hub for knowledge flow across distributed Trust and Safety teams.

Requirements

• 3 to 5 years of experience in knowledge management, content strategy, program management, or a closely related area.
• Background in Trust and Safety, content moderation, or platform integrity environments is considered a strong advantage.
• Demonstrated ability to assess, reorganize, and improve complex or fragmented knowledge systems.
• Comfort working with ambiguity, incomplete details, and shifting priorities.
• Strong communication skills and the ability to influence senior stakeholders across functions.
• Experience building documentation systems, governance structures, and content lifecycle frameworks.
• Analytical thinking with a sharp eye for inconsistencies, risks, and operational consequences.
• Ability to work independently within a distributed, global setting.
• Strong organization skills, a high sense of ownership, and the ability to balance competing priorities.
• Fast learner with initiative and reliable follow-through on complex work.

Perks and benefits

• Competitive pay package.
• Comprehensive health coverage.
• Flexible work arrangements with a remote-friendly setup.
• Strong emphasis on learning, development, and career growth.
• Mental health and wellness support.
• Parental leave and family-friendly policies.
• Financial and operational support for remote or hybrid work environments.
• The chance to contribute to meaningful safety and integrity work with high impact.
• An inclusive, collaborative global culture.
• Opportunities to take part in volunteer and community engagement activities.

Additional information

The hiring process is coordinated by the partner company, which reviews applications and manages next steps. A matching system is used to shortlist candidates against the role’s core requirements before the application is shared with the hiring team. Final decisions, interviews, and assessments are handled by the employer’s internal team.

By applying, candidates agree that their personal data may be processed to evaluate candidacy and shared with the employer as needed for recruitment. This is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may request access, correction, deletion, or objection regarding their data at any time.

Artificial intelligence tools may be used to assist with parts of the recruitment process, such as application review, resume analysis, response assessment, and checking for possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.