The Knowledge Management Strategist is responsible for creating, optimizing, and maintaining an internal agent knowledge base and customer-facing help center in support of achieving Aura's business goals. Duties will also include monitoring knowledge base usage and help center metrics with the interest of identifying future content opportunities.
Our ideal candidate is an experienced professional with demonstrable٫ refined skills in creative and technical writing. Attention to detail and the ability to work proficiently while balancing multiple priorities and meeting aggressive timelines are required. Expertise in user experience testing and design is strongly desired.
Responsibilities

• Develop a customer experience knowledge base and help center content strategy that aligns with short term business needs and is scalable to accommodate exponential growth
• Collaboratively develop communications, help center content and design working closely with operations and marketing teams
• Generate and publish engaging and effective content for both internal and external audiences.
• Edit٫ proofread and improve existing articles as necessary
• Ensure brand consistency
• Optimize content to provide the most efficient and effective path to resolution for customers and agents.
• Use content management systems to analyze and optimize help center traffic and users' engagement metrics, both for external customer-facing content as well as internal knowledge base content
• Manage the communications and content request pipeline
• Administrate member operations knowledge base
• Ensure all data and work is legally compliant (e.g. copyright protection)

Qualifications

• Proven work experience as a content manager
• Verifiable experience with MS Office and Google Workspace
• Basic technical knowledge of HTML and online publishing preferred
• Knowledge help center and knowledge base systems (e.g. Salesforce)
• Outstanding written English skills.
• Detail-oriented work style
• Time management and organizational expert
• User experience testing and design preferred
• BSc degree in Journalism٫ Marketing or relevant field desired

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on "protected categories," Aura is committed to being an inclusive community where all feel welcome. Whether blatant or hidden, barriers to success have no place at Aura.
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