Senior Specialist, Knowledge Management

About the role

GoFundMe is seeking a Senior Specialist, Knowledge Management to join its Trust and Safety team. The work centers on bringing order to a large body of institutional knowledge spread across policy, compliance, operations, and review. You will be responsible for centralizing that knowledge, keeping it current, and making it usable at scale.

This position combines stewardship, systems thinking, intelligence, and change management. Because Trust and Safety teams make high-stakes decisions at volume, the quality of the underlying knowledge framework has a direct effect on consistency, accuracy, and scalability. The role calls for someone who can untangle complexity, create structure, and influence how teams contribute to and use shared documentation.

Key responsibilities

• Assess the existing Trust and Safety knowledge landscape, including what documentation exists, where it is stored, how up to date it is, and what is missing.
• Compare documented procedures with day-to-day practice across policy, compliance, operations, and review to find gaps and contradictions.
• Prioritize fixes based on operational risk and how often the content is used, rather than trying to make everything equally complete.
• Design the information architecture for the knowledge system so content is easy to locate, govern, and scale.
• Select and administer the supporting tools, manage permission structures, and protect the integrity of the system as it grows.
• Create the operating framework for documentation, including templates, version control, review schedules, lifecycle rules, deprecation, archiving, and publication standards.
• Track how source material flows into downstream resources and ensure changes are propagated so outdated guidance does not remain in use.
• Build methods to surface undocumented expertise through documentation workshops, structured interviews, and shadowing sessions with subject matter experts, reviewers, and operations staff.
• Gather feedback from the frontline and work with QA and SMEs to identify escalation trends, workaround behavior, and repeated review errors that signal documentation issues.
• Monitor the health of the knowledge base through scheduled reviews, drift detection, and a clear intake-and-resolution process for documentation gaps.
• Act as the bridge between Trust and Safety functions by improving information flow across teams that create and consume knowledge differently.
• Partner with training to translate policy and process updates into day-to-day operational practice.
• Define and track performance metrics such as search success, content usage, policy coverage, new-hire time-to-competency, and documentation freshness.

Requirements

• 3 to 5 years of experience in knowledge management, content strategy, program management, or a closely related discipline, ideally with Trust and Safety exposure.
• Background in Trust and Safety, content moderation, or platform integrity is a strong advantage, especially familiarity with policy documents, reviewer guidance, and escalation workflows.
• Proven ability to audit, reorganize, and improve a disorganized knowledge environment rather than simply maintain an already well-run one.
• Comfort making progress with limited precedent, incomplete information, and evolving priorities.
• Strong communication and stakeholder management skills, including the ability to gain support from senior leaders who are not knowledge management specialists.
• Capacity to adapt quickly in a changing environment and respond well to policy or process shifts.
• Ability to collaborate effectively with a distributed global team while working independently in a remote or hybrid setting.
• High ownership, accountability, and initiative.
• Strong attention to detail and the judgment to spot inconsistencies and surface risks.
• Self-directed learning mindset with reliable follow-through and quality standards.
• Excellent organization and prioritization skills for managing multiple competing workstreams.

Perks and benefits

• Opportunity to contribute to a mission-driven company that helps people support each other at scale.
• Work with a collaborative, diverse, and fast-moving team.
• Competitive compensation and comprehensive healthcare coverage.
• Support for hybrid work costs, family planning, generous parental leave, flexible time off, and mental health and wellness resources.
• Access to learning, development, and recognition programs.
• Commitment to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Volunteer opportunities that support community impact.
• Equity and additional employee benefits, including healthcare, dental, vision, life insurance, and a 401(k) savings plan.

Additional information

GoFundMe’s annual U.S. base salary range for this full-time position is $85,000 to $125,000. Total compensation may also include equity and can vary based on location, skills, experience, education, training, and geolocation differentials.

The company is an equal opportunity employer and considers applicants without regard to race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender identity or expression, pregnancy status, marital status, age, medical condition, physical or mental disability, or military or veteran status.

Applicants who need a reasonable accommodation for the application or interview process can request one through the company’s accommodation process.

For candidates in locations covered by privacy laws, GoFundMe notes that applicant data will be processed according to applicable legal requirements and its privacy notice.

For jobs in NYC or remote roles associated with a NYC office, the hiring process may include an automated employment decision tool. Final hiring decisions are made by company employees. The tool was first used on March 10, 2026 and has been reviewed by an independent auditor.

GoFundMe also references its partnership with GoFundMe.org, its annual Year in Help report, and its Newsroom for additional company updates.

The company’s core values are to be impatient to be great, find a way, earn trust every day, and be fueled by purpose.