Maintain and update knowledge base articles to ensure accuracy, clarity, and alignment with approved policy and established communications standards.
Shape and refine taxonomy, categorization, metadata, and content structure to improve searchability and producer's usability.
Map knowledge base content to producer tasks, scenarios, and internal workflows across self-service, agent-assist, and support operations.
Provide recommendations to the Manager and Product Owner on structural improvements and content roadmap priorities.
Partner with Producer Services, Compliance, and Legal to ensure knowledge base content reflects accurate, approved information that aligns with producer-facing policy and operational workflows.
Partner with Communications to ensure content aligns with established communications standards for tone, clarity, and branding.
Collaborate with Technology to implement approved AI-driven search enhancements and visibility configurations.
Run scheduled audits of knowledge base content quality, usage patterns, and accuracy.
Prepare insights for the Producer Engagement & Education Manager to inform priorities for content updates and roadmap sequencing.

Bachelor’s degree in Knowledge Management, Information Systems, Business Administration, Communications, or a related field preferred but not required.
Demonstrated experience in knowledge management, structured content development, support knowledge systems, or similar.
Experience maintaining or enhancing knowledge bases, content libraries, or AI-enabled support systems.
Strong ability to simplify complex concepts and create clear, producer-ready content.
Familiarity with CRM platforms, knowledge base tools, metadata structures, and content management workflows.
Ability to interpret usage data and translate insights into content structure or experience improvements.
Proven ability to run content workflows and enhancement cycles with minimal supervision.
Strong written communication skills with the ability to simplify complex concepts for producers and internal users.
Experience collaborating with cross-functional teams including Support, Technology, Compliance, Communications, and within Producer Services.
Ability to manage multiple content updates, enhancements, and audits with minimal supervision.

Senior Specialist – Producer Knowledge Management

Key skills