Strategic Operations Lead

About the role

You will own the evolution of Asana's support knowledge ecosystem, architecting content structures and workflows that empower internal teams to serve customers with speed and precision. You will transform complex program shifts into clear, accessible documentation, enabling consistent customer experiences and stronger internal execution. Your role directly shapes the efficiency of support issue resolution and how effectively the organization learns from customer needs. You will optimize and maintain the internal Support knowledge base, with a focus on structure, templates, tagging, and version control to drive higher CSAT scores, faster time to resolution, and stronger QA results. You will author, publish, and revise knowledge content, quick text, and macro copy for internal stakeholders, customer-facing tools, and the Asana Support Chatbot to streamline repeated processes and enhance response quality. This position requires you to implement AI workflows and automations that reduce publishing time, increase article usability, and maintain tonal and structural consistency as products and services evolve. You will partner closely with Support, Engineering, Product, and Enablement teams to stay ahead of upcoming changes and prepare documentation before new initiatives reach the broader team. You will translate business requirements and program shifts into clear, actionable documentation before changes impact the team, reducing friction and misalignment. You will coordinate cross-functional workstreams, track milestones, and surface risks to keep programs on schedule while verifying content quality and consistency across all touchpoints.

Key facts

What you'll do

• Architect and evolve the support knowledge ecosystem by designing content structures and workflows that accelerate internal team execution.
• Transform complex program shifts into clear, accessible documentation that enables consistent customer experiences and stronger internal alignment.
• Optimize and maintain the internal Support knowledge base with a focus on structure, templates, tagging strategies, and version control to improve CSAT scores.
• Author, publish, and revise knowledge content, quick text, and macro copy for internal stakeholders, customer-facing tools, and the Asana Support Chatbot.
• Implement AI workflows and automations that reduce publishing time, increase article usability, and preserve tonal and structural consistency.
• Partner with Support, Engineering, Product, and Enablement teams to stay ahead of upcoming changes and prepare documentation in advance.
• Translate business requirements and program shifts into clear, actionable documentation before changes impact the team.
• Coordinate cross-functional workstreams, track milestones, and surface risks to ensure programs remain on schedule.
• Verify content quality and consistency across all customer touchpoints to uphold Asana's high standards.
• Streamline repeated processes through automation and standardized content to enhance response quality and efficiency.
• Monitor documentation usage and feedback to identify improvement opportunities and drive continuous enhancement.
• Serve as the central point for knowledge management, ensuring information remains accurate, relevant, and actionable.
• Support the implementation of AI tools, chatbots, and knowledge management systems to improve self-service experiences.
• Report on key knowledge management metrics to stakeholders and recommend data-driven improvements.

Requirements

• Bring three to five years of experience in operations or program roles, ideally focused on support or similar domains.
• Demonstrate strong written communication and documentation skills for diverse audiences.
• Navigate ambiguity and manage shifting priorities in a fast-moving, agentic environment.
• Collaborate effectively with cross-functional partners to turn plans into execution.
• Verify content quality and consistency across all touchpoints to uphold Asana's high customer standards.
• Work with Asana, knowledge base management systems, AI workflows, and support platforms on a daily basis.
• Coordinate with Services, Program Management, and Product teams to align documentation with business objectives.
• Commit to an office-centric hybrid model with standard in-office days on Monday, Tuesday, and Thursday.
• Accept that remote work on Wednesdays is standard, while remote work on Fridays depends on role responsibilities.
• Understand that this role is subject to verification and final approval as part of the hiring process.
• Meet location requirements by working primarily from the San Francisco office.

Nice to have

• Experience supporting AI tools, chatbots, or knowledge management systems.
• Familiarity with support workflows and continuous improvement methods.

Practical notes

• This role follows an office-centric hybrid model with in-office days on Monday, Tuesday, and Thursday.
• Remote work on Wednesdays is standard for Asana colleagues.
• Remote work on Fridays depends on the nature of your responsibilities and the teams you partner with.
• This role is subject to verification and final approval.
• Candidates must be able to work from the San Francisco office.