Mandatory Skill Set
8+ years of experience in Product Management, Program Management, Knowledge Management, Operational Enablement, or Process Transformation
Proven experience working across Support, Product, and Engineering teams in a cross-functional environment
Strong experience in knowledge management strategy, including content governance, lifecycle management, taxonomy, metadata, and process definition
Experience driving cleanup and structuring of documentation, playbooks, release notes, SOPs, FAQs, or operational knowledge assets
Experience translating operational pain points into scalable workflows, requirements, or process improvements
Strong stakeholder management skills with the ability to influence SMEs, product teams, engineering teams, and operations leaders
Strong written communication and documentation skills with the ability to create clear, structured, reusable content
Familiarity with digital support, knowledge systems, workflow platforms, or enterprise operations environments
Familiarity with AI-assisted support, agentic workflows, retrieval-based systems, or human-in-the-loop operational models
Exposure to prompt iteration, model comparison, replay analysis, or answer quality evaluation in an operations or support context
Nice to Have
Experience with internal support ecosystems or enterprise tools such as Confluence, Jira, ServiceNow, Zendesk, or similar
Experience building training or enablement content for L1/L2 teams
Experience with release management, incident workflows, or developer support environments
Experience creating templates, information architecture, taxonomy, or structured content standards at scale