Operations Knowledge Manager

What You’ll Be Doing:

We are looking for an organized, strategic thinker excited to elevate our customer experience through helpful written and video content.  You’ll focus on creating and maintaining a strong knowledge management system for Grow’s customers (mental health providers and their clients) as well as for our Grow internal team.

Some of the first projects you’ll tackle:

• Elevating Grow Therapy’s knowledge centers through reorganization of content to help customers quickly find the answers to their questions
• Writing new content to fill in the gaps; rewriting existing content to be clear, concise, and actionable
• Maintaining an executive report showing knowledge base usage and CSAT scores
• Developing and executing a plan to improve usage and CSAT scores
• Identify through datapoints where self-service potential lies for client questions, and help produce and set-up workflows for our chatbot 

You’d be a great fit if...

• You have at least three years of full-time professional experience, with a minimum of two years as a knowledge manager, UX/tech writer, or similar at a technology company
• You have a keen eye for detail and understand how minute data points aggregate into trends
• You are comfortable analyzing user data to recommend process improvements
• You have strong opinions on how different mediums (text, audio, video, interactive) can serve different purposes and learning styles
• You have “seen the show” in what it takes to manage and scale a successful knowledge base initiative and are excited to build 

If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume. 

The salary range for this position is $80 - $123K per year