Senior Knowledge Operations Manager

Responsibilities

• Knowledge Content Strategy: Proactively identify gaps and opportunities to augment content and learning materials into user experience to better support customers and reduce inquiries.
• Quality, Accuracy, and Consistency: Build and manage scalable Quality Assurance and Audit processes to ensure the effectiveness of internal and external documentation.
• Continuous Improvement: Leverage continuous improvement feedback loops and customer interaction data to identify areas for improvement in content development, customer service processes, and documentation.

Requirements

• Experience in Operational Excellence, Customer Success or Knowledge Management: 3-5 years of experience in customer success or operations, with at least 2 years focused on process improvements, preferably within a content-heavy SaaS environment.
• Data Skills: Expertise in data analysis using tools like Looker, Snowflake, and SQL to extract actionable insights and drive decision making.
• Analytical Skills: Strong analytical and problem-solving skills, with a proven ability to identify root causes and suggest actionable improvements based on customer feedback and ticket volumes.

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available

About the Company Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.