Knowledge Manager, IT​/Tech

• Own the structure, quality, and day-to-day health of support knowledge
• Strengthen and scale the content operations program
• Create standards for writing, maintaining, reviewing, and approving knowledge
• Build a dashboard measuring content coverage, consistency, freshness, utilization, and performance
• Improve knowledge-base information architecture, including taxonomy, labeling, metadata, templates, and content relationships
• Rewrite content for frontline specialists, AI systems, and other content consumers
• Establish partnerships and feedback loops across Support Operations, Quality, Product, Marketing/Brand, Analytics, Engineering, and other content owners
• Operationalize reporting and use content measures to prioritize improvements
• Launch repeatable processes for documenting launches, product changes, policy updates, and operational changes
• Own and continuously improve the support knowledge program, including structure, standards, ownership, review cadence, and performance reporting
• Optimize content tools and AI-supported workflows with vendors, Product, and Engineering
• Improve information reliability and contribute to AI-supported resolutions, specialist productivity, ticket handle time, and CSAT
• Support content localization and scalable practices as Hinge Health expands into new markets
• Become a trusted partner to teams creating or maintaining member-facing and internal-facing knowledge

• 3+ years of experience owning or managing knowledge, content, or documentation, ideally for support operations, customer service, or a similar customer‑facing department
• Comfortable using content health and support data to prioritize work and measure success
• Experience managing content for multiple audiences and formats, including internal support guidance, help center articles, process or policy documentation, and internal- and external-facing product guides
• Hands‑on experience administering a knowledge base or content repository
• Experience with tools such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or a comparable platform
• Bachelor’s degree in a related field or equivalent practical experience
• Experience using AI tools to improve content workflows
• Experience supporting a technical SaaS, consumer technology, or other complex product
• Familiarity with customer support AI tools, virtual agents, search, and AI‑assisted knowledge workflows
• Familiarity with Knowledge‑Centered Service (KCS) or a similar knowledge‑management methodology
• Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval
• Experience working in healthcare, digital health, or a similar regulated environment
• Willingness to work from the San Francisco office 3 days a week for the full 8 hours of a typical business day
• Located in or willing to relocate to the SF Bay Area
• Legally authorized to work in the United States

Demonstrates expertise in managing knowledge and content operations, with a focus on optimizing workflows and improving information architecture. Proficient in utilizing data to measure success and enhance content for diverse audiences in customer support environments.

• Knowledge Management
• Content Operations
• AI Tools Utilization
• Content Health Metrics
• Knowledge-Centered Service (KCS)

• Content Creation
• Content Review
• Information Architecture
• Content Localization
• Documentation Management
• Content Optimization
• Performance Reporting
• Taxonomy Development
• Metadata Management
• Content Strategy

• Collaboration
• Partnership Building
• Feedback Management
• Communication
• Problem Solving

• Bachelor’s Degree

• Customer Support
• SaaS
• Digital Health
• Healthcare
• Regulated Environment

• Zendesk Guide
• Salesforce Knowledge
• Intercom
• Confluence
• Guru