Senior Content Specialist

We are looking for a Senior Content Specialist for the Member Experience (MX) team. In this senior individual contributor role, you'll bring deep expertise to shape content structure and knowledge management frameworks that elevate both the member and internal team experience. Working cross-functionally, you'll optimize structured content, scale internal knowledge initiatives, and drive strategic improvements across our ecosystem.

Content Structure & Strategy Contribution

• →Strategy Contribution: Actively contribute broad and deep expertise to help shape content strategies that align with the member journey, support operations, and broader MX team goals.
• →Structured Content Design: Develop and maintain a robust content structure for internal and external knowledge bases, including clear taxonomies, metadata schemas, naming conventions, and scalable organizational layouts.
• →Governance & Scalability: Establish and enforce content governance standards, including templates, style guides, and lifecycle workflows, to ensure consistency, speed, and long-term scalability.
• →Content Systems & AI Integration: Drive initiatives to enhance workflows by leveraging innovative tools, including the thoughtful implementation and integration of Generative AI tools to scale content production and searchability.

Knowledge Management & Internal Enablement

• →Scalable Knowledge Frameworks: Design, build, and optimize scalable frameworks and structured content models for internal knowledge bases to ensure highly accurate, discoverable, and accessible resources for Member Care Representatives (MCRs) and partner teams.
• →Content Engineering & Logic: Partner with Support Engineering and Support Ops to develop use cases, logic trees, and structured user pathways that ensure the right automated or assisted outcomes.
• →Process Documentation & Impact: Develop, edit, and maintain clear, concise documentation for internal content processes, tools, and workflows, increasing internal compliance, consumption, and ease of use.
• →Maintenance & Lifecycle Strategy: Establish continuous optimization loops, content feedback processes, and audit cadences to keep internal knowledge systems current and accurate.

• 8–10+ years of experience in content strategy, content structure design, knowledge management, or customer/member experience roles, ideally in fast-paced tech or hardware/software environments.
• Proven track record of building and managing complex technical knowledge bases, content frameworks, or information layouts.
• Experience working with or integrating Generative AI tools into content workflows to improve categorization, drafting, or search optimization.
• Strong analytical and problem-solving skills; experience partnering with technical teams to build logic trees or map out user workflows.
• Exceptional written skills, with a deep understanding of how to simplify complex product mechanics into highly structured, scannable internal and external documentation.
• Tools: Proficiency in knowledge base and ticketing platforms (e.g., Zendesk), project management systems (e.g., Jira, Slack, Google Workspace), and process mapping tools (e.g., Miro).