Senior Process & Knowledge Specialist

Location: Manila, Philippines; schedule flexibility and willingness to work UK hours are required.

Company

hirify.global delivers independent, high-quality information, news, and services to audiences and businesses worldwide.

What you will do

• Define and govern the structure, usability, discoverability, and continuous improvement of the Customer Care knowledge base.
• Design and optimize operational workflows, policies, process guidance, decision-making tools, and agent-facing materials.
• Manage Salesforce Knowledge and related governance processes, including updates, approvals, change requests, and content standards.
• Analyze workflows, customer journeys, knowledge content, quality data, AI insights, feedback, and performance metrics to identify gaps and improvements.
• Collaborate with Customer Care and other business functions to align processes and deliver operational improvements.
• Lead process reviews, workshops, stakeholder sessions, and continuous improvement initiatives.

Requirements

• Experience in knowledge management, process improvement, operational excellence, business process analysis, Customer Care, Customer Service, or contact centre environments.
• Experience designing and optimizing workflows, process maps, policies, and clear operational guidance.
• Experience managing knowledge platforms, content governance, and knowledge base administration, including Salesforce Knowledge or similar systems.
• Strong writing, editing, communication, presentation, facilitation, analytical, problem-solving, and stakeholder management skills.
• Understanding of Lean, Six Sigma, Kaizen, or similar continuous improvement methodologies.
• Willingness to work UK hours, adapt to shifting timelines, and provide support during public holidays.

Culture & Benefits

• Inclusive and supportive workplace that values diverse perspectives, curiosity, collaboration, accountability, resilience, and effectiveness.
• Flexible working, including working from home where accommodated.
• Generous annual leave and health coverage including medical and dental benefits.
• Company match and enhanced family leave packages, depending on location.
• Adjustments can be requested during the application and interview process.