Knowledge Management Lead

As a Knowledge Management Lead, you will be a key contributor to the Knowledge Management team that sits within our Process, Knowledge, and Risk team within our Operations organization. We are seeking an experienced leader with a robust background in content strategy, content management, self-service, data analytics, and project management, who is passionate about driving the best customer experience possible. In this role, you will support and lead programs and initiatives within our knowledge management space driving for self-service resolution of customer inquiries and problems.

What you’ll do:

• Partner with subject matter experts to identify gaps in our current content and work with our copywriting team to update or develop new content to be accurate and concise
• Mentor and support our team of copywriters who will be responsible for creating and maintaining agent, customer and merchant documentation for new products and expanded geographies
• Review and approve any changes prior to publishing drafts for end-user use
• Analyze data in order to drive improvements in our content enabling self-service for our customers and merchants
• Present on team progress and metrics
• Maintain team documentation in order to drive consistency across the team
• Participate in quarterly planning both in defining what will be accomplished in the quarter as well as ensuring knowledge management’s capacity to deliver on initiatives

What you'll need to succeed:

• 5+ years of experience in driving self-service outcomes through help centers/online platforms
• 2+ years of content development for external audiences and project management experience
• Experience with fast-paced environments: you have implemented high-quality solutions quickly 
• Ability to act autonomously while navigating new and ambiguous business initiatives
• Experience using KM & Documentation platforms such as SFDC, Zendesk, Notion, etc.
• Ability to develop a deep understanding of business, compliance and regulatory risks and incorporate preventative measures into your work
• Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking, or other similar functions preferred, but not required
• Ability to mentor others to complete quality work on time while engaging with stakeholders

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

At Affirm, people come first is a core value and that’s why Diversity & Inclusion are vital to our priorities as an equal opportunity employer. You can learn more about our D&I efforts here.

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Pay Grade - H
Equity Grade - 3
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
USA base pay range per year: $88,000 - $128,000
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