[Hiring] Knowledge Curator @Ninja Partners LLC

Role Description

The Knowledge Curator owns and maintains the organization’s knowledge management environment and serves as the central steward of operational documentation, client playbooks, process standards, and reusable institutional knowledge. This role manages content structure, governance, publishing standards, and ongoing accuracy of documentation to support operational readiness, onboarding, process consistency, and AI-enabled workflows. The position partners with subject-matter experts and cross-functional stakeholders to convert business knowledge into clear, organized, and scalable documentation.

What does a day in the life of a Knowledge Curator look like?

• Manage the company's knowledge management system, including page creation, folder structure, navigation hierarchy, permissions, and content organization.
• Develop and maintain documentation frameworks, templates, naming conventions, and publishing standards.
• Create, edit, and maintain process documentation, SOPs, troubleshooting guides, playbooks, and workflow references.
• Partner with subject matter experts to gather information and translate operational knowledge into structured documentation.
• Build and enforce taxonomy standards using categories, tags, metadata, and search optimization methods.
• Monitor documentation accuracy and implement review cadences to identify outdated or incomplete content.
• Ensure process changes, workflow updates, and operational revisions are reflected in documentation within established timelines.
• Create client-specific playbooks covering routing rules, escalation paths, service levels, and workflow logic.
• Develop onboarding materials for new hires, internal teams, and new client implementations.
• Collaborate with analytics, automation, and operations teams to capture recurring issues and convert learnings into reusable knowledge assets.
• Maintain feedback channels with end users to identify documentation gaps and improvement opportunities.
• Assess customer knowledge environments and documentation libraries for AI readiness and operational maturity.
• Support preparation of customer knowledge systems for integration with AI tools and automation workflows.
• Generate reporting on content usage, maintenance activity, documentation health, and knowledge gaps.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Collaborate with other departments as needed.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Communications, Information Management, Operations, or related field preferred.
• Experience managing a knowledge base, wiki, documentation portal, or similar content management environment.
• Strong writing, editing, proofreading, and verbal communication skills.
• Experience creating SOPs, process maps, operational guides, and structured documentation.
• Knowledge of taxonomy design, metadata strategy, searchability standards, and information architecture principles.
• Ability to interpret complex business processes and convert information into clear, user-friendly documentation.
• Experience with Wiki.js, Confluence, Notion, SharePoint, GitBook, or similar documentation platforms preferred.
• Experience using Markdown or other structured content formats preferred.
• Strong attention to detail with the ability to identify outdated, conflicting, or incomplete information.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and competing requests.
• Analytical thinking with the ability to identify content gaps, trends, and improvement opportunities.
• Ability to collaborate effectively with subject matter experts, operations leaders, and cross-functional stakeholders.
• Knowledge of onboarding documentation, training resources, and operational readiness support.
• Experience supporting BPO, CX, shared services, or multi-client environments preferred.
• Understanding of how documentation supports automation, workflow optimization, and AI enablement is preferred.
• Commitment to continuous improvement, process consistency, and service excellence.

Benefits

• Full-time employees.
• Competitive compensation.
• Adherence to government-mandated benefits.
• Retirement Savings Program with Company Matching.
• Life Insurance.
• HMO on day 1.
• Paid time off, birthday leave.
• Bonus and incentive plans.
• Opportunities for skills training and personal and professional development.
• Employee Referral Program.
• Beautiful office space (for onsite employees).
• Free lunch provided daily (for onsite employees).