Knowledge Management Lead

| Remote
Sorry, this job was removed at 11:00 a.m. (PST) on Monday, November 16, 2020
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Our Knowledge Management Lead will be a key contributor to Affirm’s Process Excellence team that sits within our Customer Operations organization. This member of our team will be responsible for initiatives within the knowledge management space and for identifying, organizing, synthesizing, and managing operational knowledge by utilizing engaging and innovative techniques.

What You'll Need to Succeed

The ideal candidate is a go-getter with experience managing and creating internal and external facing knowledge content. Someone who is passionate about the end-user experience and will proactively find opportunities and propose solutions.

What You'll Get in Return

A hands-on opportunity to shape our knowledge management program and help our customer operations teams deliver exceptional customer service experiences!

What You'll Do

  • Research and implement a new knowledge management system that improves information organization and drives higher user engagement and satisfaction
  • Identify, classify and track all operational knowledge, including job aids, standard operating procedures (SOPs), policies, guides, training materials, eLearning modules, scripts and email templates
  • Partner with teammates to update knowledge to be accurate and concise including editing, adding, or removing information as needed
  • Consult cross-functional teams to ensure a clear representation of our requirements and practices are documented
  • Design and implement cross-functional knowledge approval processes
  • Manage ongoing maintenance of operational knowledge and drive continuous improvement
  • Identify and track other knowledge management needs (technical writing, instructional design, etc.)
  • Mentor and lead other employees who are supporting knowledge management initiatives
  • Use technology such as emulators and simulators to provide realistic references to our website and app

What We Look For

  • 4+ years of experience in knowledge management, learning and development, content creation, or other relevant area
  • Experience owning small to medium-sized projects and collaborating on ownership of large scale projects
  • Excellent facilitation, program/activity management, and written and oral communication skills
  • Experience using KM & Documentation platforms such as Salesforce, Confluence, readme, Documentum, etc.
  • Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking preferred
  • Ability to act autonomously while navigating new and ambiguous business initiatives
  • Willing to travel (up to 10%)

Location

We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.

Please note that visa sponsorship is not available for this position.

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Affirm's mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

 

At Affirm, "People Come First" is a core value and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2019 D&I report.

 

We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state and local laws, including the San Francisco Fair Chance Ordinance. By clicking "Submit Application," I acknowledge that I have read the Affirm Employment Privacy Policy, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about AffirmFind similar jobs