Knowledge Operations Analyst (SOPs & Consultations)

About the Role

We're hiring our first Knowledge Operations Specialist to own the structure, clarity, and effectiveness of our internal knowledge ecosystem. You’ll manage and improve SOPs, handle real-time consultations from internal teams, and ensure that mission-critical documentation is easy to understand — even for someone with zero background in healthcare.

This is not just a writing role. It’s part documentation, part systems thinking, and part operational triage. You’ll help teams move faster, reduce risk, and make better decisions by ensuring the right knowledge is accessible at the right time.

What You’ll Own

• SOP Management:
  Create, audit, and update internal SOPs and operational content to ensure clarity, accuracy, and usability.
  
• Consultation Handling:
  Triage real-time Slack consultations from internal team members (Support, CX, Ops), find answers, or identify documentation gaps.
  
• Root Cause Analysis & Recommendation:
  Investigate unclear processes, surface documentation breakdowns, and propose improvements to existing SOPs.
  
• Knowledge Audits:
  Identify outdated, inconsistent, or redundant knowledge and proactively clean it up.
  
• User-Centric Documentation:
   Write SOPs so intuitive and clear that even someone with zero prior context can follow them successfully.
  
• Cross-functional Collaboration:
  Work closely with Subject Matter Experts (SMEs), Support, and Ops teams to gather accurate information and validate updates.
  

What We’re Looking For

• Any experience or sound knowledge in documentation, knowledge ops, support enablement, or process improvement.
  
• Strong writing skills — clarity, structure, and tone matter as much as grammar.
  
• Experience writing SOPs, help articles, or internal documentation.
  
• Bonus if you’ve worked in support, operations, or handled internal stakeholder requests.
  
• Can follow instructions precisely and simplify complex processes into plain English.
  
• Bonus if you’re comfortable with tools like Confluence, Notion, Zendesk, Google Docs, Zapier, and Jotform.
  
• Detail-oriented, highly organized, and able to handle multiple ongoing documentation tasks.
  

System Requirements

• 15+ Mbps wired internet connection
  
• CPU: Minimum i5 (8th gen or higher), AMD Ryzen 5 2000 series or higher, or Apple M1
  
• 12GB RAM minimum (16GB preferred)
  
• Noise-canceling headset
  
• Power backup and quiet working environment
  

Why This Role Matters

Clear knowledge enables fast, confident execution. In this role, your work will directly improve our team's efficiency, reduce knowledge gaps, and ensure healthcare professionals receive timely and accurate service.

You’ll be foundational in building this function — this is Clipboard Health’s first hire focused purely on documentation quality and consultation management.

What Success Looks Like

• Internal teams get fast, helpful answers from your SOPs and consultation responses.
  
• SOPs are updated, logically structured, and easy to follow without additional hand-holding.
  
• You’re a go-to person for getting clarity on anything operational or procedural.
  

The Process

Candidates will complete a short case study to assess clarity, writing quality, and ability to break down information effectively.

Why Clipboard Health

• Global & Inclusive: Fully remote, async-first, and welcoming to talent from across the globe.
  
• Growth-Minded: We love people who want to learn, build, and level up.
  
• Impact-Driven: Help frontline healthcare professionals get what they need to succeed — faster.