Operations Specialist

Position: Knowledge Operations Specialist
Location: Manila

About the Role Knowledge Operations Specialists are the operational backbone of the knowledge management function. They manage the content lifecycle, coordinate with SMEs and product teams to keep knowledge up to date, run QA processes to maintain content quality, and produce analytics to drive knowledge improvement. Where Knowledge Engineers build and structure knowledge, Knowledge Operations ensures that knowledge stays accurate, current, and healthy over time.

What You Will DoOwn the content lifecycle management process article creation requests, review cycles, retirement, and archival

Coordinate knowledge review and update workflows with SMEs, product teams, and support leads

Conduct regular QA audits on the knowledge base to identify outdated, inaccurate, or underperforming content

Track and report on knowledge base health metrics: coverage gaps, article freshness, usage rates, and AI retrieval failures

Manage incoming knowledge requests from support teams and triage them for the Knowledge Engineering team Maintain governance documentation: content standards, style guides, review schedules, and escalation paths

Support onboarding of new product areas into the knowledge base coordinate intake and structure with Knowledge Engineers Produce weekly/monthly knowledge health reports and surface actionable insights to the Knowledge Engineering Lead

What We Are Looking For Required Experience & Qualifications3+ years of experience in content operations, knowledge management, quality assurance, or support operations

Experience managing content workflows and stakeholder coordination in a global support environment

Familiarity with knowledge platforms (Salesforce Knowledge, Zendesk Guide, Confluence, or equivalent)
Basic analytical skills — comfortable working with spreadsheets, dashboards, and support data Experience in SaaS or technology-based support environments preferred

Skills & Competencies Content operations: managing review cycles, content calendars, and knowledge lifecycle workflows

Stakeholder management: coordinating with SMEs, PMs, and support leads to gather and validate knowledge QA processes: reviewing content for accuracy, completeness, structure, and compliance with standards

Analytics basics: reading dashboards, identifying trends in knowledge usage data, and creating reports

Organization and process discipline: maintaining documentation, governance records, and intake queues

Communication: clear written and verbal communication for stakeholder coordination and reporting

Core Attributes Process-oriented and highly organized comfortable owning operational workflows end-to-end Detail-focused with a quality mindset, spots inconsistencies others miss Proactive communicator who surfaces issues early and keeps stakeholders informed

Collaborative and service-oriented toward both internal teams and support operators

Adaptable and comfortable working in an evolving environment where processes are still being defined

Benefits

Career growth opportunities in a diverse and supportive work environment.

Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire.

Free 24/7 access to our office gyms (Ortigas and Makati)
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus, additional benefits

About UsFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to Prop Tech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each…