The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Own end-to-end content strategy and knowledge governance for assigned: function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
Lead readiness planning for product launches, policy updates, process: changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
Lead cross-functional collaboration across all assigned functions: simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy
Establish content standards, information architecture, and governance: frameworks that scale across functions and raise the bar for the team
Partner with Customer Support leadership to prepare frontline teams for: launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction
Analyze metrics across assigned function(s) to identify patterns,: inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
What they're looking for
- Communicate readiness status, performance insights, and risks to stakeholders: at all levels, from operational detail to executive-ready narratives
- Guide, coach, and share functional expertise with colleagues within the team;: influence parties inside and outside the department on knowledge management processes and practices
- Use AI to tackle complex, domain-specific knowledge problems: not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster.
