Overview In this role, you will own the global CX knowledge strategy and the end-to-end knowledge system that powers support. You'll shape durable information architecture and governance to keep the internal KB fresh as Notion scales, ensuring fast access to trustworthy information for CX teams. You'll work with CX Enablement, Product Ops, QA, and Vendor Ops to keep knowledge reliable and easy to reuse. This is an opportunity to build a living system of record that supports AI-driven retrieval and cross-functional readiness.
Compensation / Benefits- competitive cash compensation
- equity
- benefits
Responsibilities- Own end-to-end CX knowledge system to boost retrieval speed and accuracy
- Design and evolve information architecture (IA) across lifecycle stages
- Set quality standards, templates, and review paths for high-risk content
- Maintain accuracy and freshness at scale with scalable knowledge programs
- Create modular, reusable knowledge components and templates
- Supervise content agents and KB automation, including AI-assisted QA
- Collaborate cross-functionally with CX, Product, Eng, Legal/Finance to translate decisions into guidance
- Improve launch coverage and workflow efficiency while ensuring quality and durability
Key requirements- Program + system ownership of a knowledge system (knowledge management, CX enablement, content ops, or related)
- Information architecture + governance depth for scalable taxonomies and structures
- Systems thinking and operational excellence for scalable processes
- Quality and maintenance rigor with content QA and cadence
- Data-informed prioritization and AI literacy to optimize AI/human retrieval
- Cross-functional collaboration
- Strategic thinking
- Adaptability to high change velocity
- Information architecture design (taxonomy, tagging, page structures)
- Governance models for content quality and risk reduction
- Content ops and editorial processes
