Knowledge Manager

TL;DR

Knowledge Manager: Building and owning the knowledge management framework from scratch with an accent on taxonomy, governance, and version control. Focus on AI-readiness, continuous improvement of operational processes, and embedding SOP-first ticket handling across frontline teams.

Location: Hybrid working is promoted, with time in offices in Leicestershire or London, Holborn office. Fully remote working is not offered.

Company

hirify.global provides discounts and services to real-life heroes.

What you will do

• Own and build the knowledge management framework from scratch, defining taxonomy, governance, naming conventions, and version control.
• Lead the selection, implementation, and ongoing optimization of a knowledge management platform.
• Ensure knowledge structures are built with AI-readiness in mind, laying the groundwork for future automation and chatbot capability.
• Lead the design and continuous improvement of operational processes and SOPs in partnership with the Process Designer.
• Embed SOP-first ticket handling across frontline teams, working with QA and operational leaders to drive consistency and quality.
• Line manage and develop the Process Designer, setting clear objectives and fostering a culture of continuous improvement.

Requirements

• Proven experience leading knowledge management at scale, with hands-on platform expertise across tools such as Guru, Confluence or Zendesk Guide.
• A strong grasp of taxonomy, information architecture, and content lifecycle management.
• An understanding of how knowledge structures support AI applications, whether that's chatbots, intent detection or automation.
• Experience driving behavioral and cultural change within support or contact center environments.
• A background in process design and operational governance, with the ability to translate complexity into clear, accessible documentation.
• People management experience, with a track record of developing others and building high-performing teams.

Nice to have

• Experience building a function or capability from scratch would be desirable.

Culture & Benefits

• Hybrid working and flexible hours.
• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days.
• Generous funded BUPA medical insurance covering pre-existing conditions.
• Strong learning and development culture and personal growth fund.
• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks).
• Great social events e.g., festive party, summer party, team socials, sports matches.