[Hiring] Knowledge Manager @Worldly

Role Description

Worldly tools are at the core of how the apparel and footwear industry integrates sustainability goals and targets and reports on these, whether in sustainability reports or through transparency programs. In this role, you’ll be a key member of the Education team at Worldly. You will serve as the lead resource for training and sustainability expertise for Worldly platform users and help to build and support our rapidly expanding user base.

Reporting to the Senior Director, US, this role is responsible for building, organizing, and maintaining the company’s centralized knowledge resources. This role ensures that customers have access to accurate, up-to-date information that communicates the value of our tools and drives our mission. The Knowledge Manager collaborates closely with subject matter experts across the organization to capture knowledge, structure it effectively, and continuously improve knowledge accessibility and usability.

You’ll help inspire innovative solutions across our broader customer portfolio, collaborate with potential partners to enhance our educational content, and you'll bring programmatic structure to how we scale our work with others.

What You'll Do

• Curate, organize, and maintain Worldly's help center and knowledge base to ensure accurate and easily accessible information for customers.
• Act as a subject matter expert for the Worldly platform and related methodologies, working closely with the Growth and Product teams to articulate the functionalities and value of the Worldly platform.
• Define and execute knowledge management strategy aligned with business goals and customer experience objectives.
• Manage communication with partner organizations such as Cascale to ensure that updates to Higg Index tools are communicated to customers and education content is kept up to date.
• Cross-functional collaboration with all internal teams, including Sustainability, Marketing, Sales, Partnerships, etc., to collect and document product knowledge.
• Optimize Worldly AI Assistance capabilities by owning the creation, editing, and management of all knowledge base articles.
• Leverage AI tools (e.g., Claude, ChatGPT) to scale content creation and updates as well as create AI-assisted workflows for ensuring consistency and accuracy.
• Champion a culture of customer and partner success in which every customer or partner interaction is an opportunity to solve problems and strengthen the relationship with the customer.
• Own end-to-end translation management for knowledge base documentation using Lokalise across 8 languages.
• Occasional travel for team off-sites or customer trainings.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5-7 years of experience creating content and documentation for customers, including trainings, help center articles, SOPs, FAQs, and/or internal enablement documentation.
• Knowledge of basic sustainability concepts, committed to sustainability as evidenced by your professional or life experience.
• Knowledge of life cycle assessment (LCA) and/or other methodologies and tools for measuring environmental and social impact.
• 2-5 years of experience with Knowledge Base or CMS platforms like Zendesk, Confluence, Hubspot, Notion, etc.
• Complex project management experience, with the ability to manage multiple customer or partner relationships simultaneously.
• Experience in a technology or SaaS organization with a fast-paced, growing environment; experience at a growth-stage startup a plus.
• Ideally working Eastern US or EU timezone, flexible to occasionally work early or late hours to accommodate global customer needs.
• Fluency across a variety of technology tools, including project management or customer success software, such as Microsoft Office suite of tools, GSuite, Zoom, Slack, CRMs, LMSs, etc., or similar.
• You thrive in fast-paced environments and are comfortable navigating ambiguity in your role. You can be scrappy when the need arises and are a committed team player.

It Helps If You Have

• Master’s degree or equivalent work experience.
• Experience working in the Environmental, Sustainability, and Governance (ESG) space, supply chain management, or responsible sourcing, or other related industries.
• Experience creating content through a variety of mediums, including but not limited to written content, videos, images, and gifs.
• Knowledge of Higg Index tools or the Worldly platform.
• Knowledge of the apparel, footwear, and textile industry.

Benefits

• Medical, Dental, and Vision Insurance are offered through multiple PPO options. Worldly covers 90% employee premium and 60% spouse/dependent premium.
• Company-sponsored 401k with up to 4% match for US employees.
• Incentive Stock Options.
• 100% Parental Paid Leave.
• Unlimited PTO.
• 12 paid company holidays.

Compensation Information

• Annual Base Salary: $70,000 - $80,000 USD.
• 10% Annual Bonus Potential.
• Incentive Stock Option Package.
• Work-From-Home Stipends.
• *Final compensation figures will be determined based on a wide variety of factors, including experience and location. These factors will be evaluated and considered by Worldly throughout the entirety of this process.