Lead, Knowledge Management, Trust and Safety

Responsibilities

• Audit and triage the Trust and Safety knowledge landscape to identify gaps and contradictions
• Design information architecture and select tooling to govern content organization and retrieval
• Build and maintain documentation frameworks, including templates, versioning, and lifecycle rules
• Oversee downstream propagation of knowledge to ensure consistency across artifacts
• Extract undocumented institutional knowledge through structured interviews and documentation sprints
• Close feedback loops by synthesizing escalation patterns and QA errors to identify knowledge gaps
• Partner with training and policy teams to translate strategic changes into operational practice
• Define and track metrics such as search success rates and content utilization

Requirements

• 6-10 years of experience in knowledge management, content strategy, or program management
• Experience in Trust and Safety, content moderation, or platform integrity is a plus
• Proven track record of auditing and restructuring complex knowledge environments
• Ability to operate with ambiguity and evolving precedent
• Strong cross-functional communication and stakeholder management skills
• Experience working with distributed global workforces
• High attention to detail and strong organizational skills

About the Company

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes.