Knowledge Management Strategy Lead

About the role

This position manages the full content lifecycle and readiness strategy for complex functional areas within the organization. You will own the development and execution of knowledge governance, taxonomy standards, and editorial controls to ensure information integrity. The role requires close collaboration with cross-functional partners to produce compliant, clear, and actionable guidance for both internal associates and external customers. You will leverage structured thinking to translate ambiguous business needs into scalable knowledge solutions. A significant portion of the work involves utilizing AI tools to solve domain-specific knowledge challenges and streamline operational workflows. The successful candidate will analyze performance metrics to uncover inefficiencies and drive continuous improvement initiatives post-launch. You will also provide executive-level reporting to communicate readiness status, risk exposure, and strategic alignment to senior leadership. Finally, you will mentor team members and disseminate functional expertise to elevate the overall standards of the knowledge management department.

Key facts

What you'll do

• Conduct a deep analysis of existing content workflows to identify gaps and define future-state operating models for knowledge operations.
• Architect and implement information classification systems that organize SOPs, help center articles, playbooks, and support workflows for intuitive retrieval.
• Design and own a content governance framework that standardizes creation, review, and retirement processes across all functional areas.
• Partner with Product and Engineering teams to conduct readiness risk assessments for new launches and define mitigation strategies and go/no-go criteria.
• Collaborate with Compliance and Legal to ensure all knowledge outputs meet regulatory standards and internal policy requirements.
• Utilize AI-driven problem solving techniques to automate routine knowledge tasks and enhance the accuracy of support workflows.
• Establish editorial standards and style guides to ensure clarity, consistency, and professionalism in all customer and associate-facing materials.
• Synthesize complex operational details into concise briefings that enable executive leadership to make informed strategic decisions.
• Analyze performance metrics related to content usage, search efficiency, and user satisfaction to identify areas for optimization.
• Lead post-launch reviews to capture lessons learned and iterate on knowledge structures for continuous improvement.
• Develop and execute a training curriculum for cross-functional teams on knowledge management tools and best practices.
• Provide mentorship to junior team members to elevate the quality of documentation and strategic thinking across the department.
• Coordinate cross-functional ceremonies, such as readiness reviews and content sprints, to ensure alignment between Product, Engineering, and Support.
• Drive the adoption of AI tools to resolve complex knowledge problems, reducing manual effort and improving response times.
• Prepare executive-level reporting decks that visualize readiness status, project risks, and the impact of knowledge initiatives on business outcomes.

Requirements

• 4-5+ years of experience in knowledge management or content strategy within a fast-paced, dynamic environment.
• Proven ability to independently manage multiple complex workstreams and arrive at program-level decisions without constant supervision.
• Demonstrated experience with content governance, information architecture, and the operational management of knowledge bases.
• Strong project management skills, with the ability to plan, execute, and monitor initiatives that span multiple stakeholders.
• Exceptional written and verbal communication skills to articulate complex operational details to executive leadership effectively.
• Track record of influencing stakeholders at all levels, including Product, Engineering, Compliance, and Customer Support, to achieve shared objectives.
• Must hold active FINRA licenses where required by the specific function, ensuring compliance with financial industry regulations.
• Ability to thrive in a remote-friendly, hybrid work environment while maintaining a strong commitment to in-office collaboration.
• Willingness to travel occasionally for company meetings, team offsites, or stakeholder engagements as required by business needs.
• Demonstrated proficiency in using AI tools to analyze, structure, and solve complex knowledge-related problems.
• High ownership mentality with a bias for action, comfortable making decisions in ambiguous situations while managing risk.

Nice to have

• Experience working in financial services or highly regulated environments.
• Familiarity with compliance and regulatory reporting requirements specific to the financial industry.
• Background in training or enablement roles where learning content was developed and deployed.
• Prior exposure to AI prompt engineering or building generative AI workflows for internal operations.
• Knowledge of securities industry terminology, trading platforms, and investor protection standards.

Practical notes

Base pay for this role in Denver, CO and Westlake, TX is $101,000 to $119,000 USD. Compensation includes bonus opportunities, equity, and a benefits package featuring 100% paid health insurance for employees (90% for dependents), a lifestyle spending account, 401(k) matching, and parental leave. Engagement is Full-time, in-office at least 3 days per week.