Knowledge Curator

Ninja Partners LLC•Florida Ridge, FL

7h•Remote

About The Position

The Knowledge Curator owns and maintains the organization’s knowledge management environment and serves as the central steward of operational documentation, client playbooks, process standards, and reusable institutional knowledge. This role manages content structure, governance, publishing standards, and ongoing accuracy of documentation to support operational readiness, onboarding, process consistency, and AI-enabled workflows. The position partners with subject-matter experts and cross-functional stakeholders to convert business knowledge into clear, organized, and scalable documentation.

Requirements

Experience managing a knowledge base, wiki, documentation portal, or similar content management environment
Strong writing, editing, proofreading, and verbal communication skills
Experience creating SOPs, process maps, operational guides, and structured documentation
Knowledge of taxonomy design, metadata strategy, searchability standards, and information architecture principles
Ability to interpret complex business processes and convert information into clear, user-friendly documentation
Strong attention to detail with the ability to identify outdated, conflicting, or incomplete information
Strong organizational skills with the ability to manage multiple priorities, deadlines, and competing requests
Analytical thinking with the ability to identify content gaps, trends, and improvement opportunities
Ability to collaborate effectively with subject matter experts, operations leaders, and cross-functional stakeholders
Knowledge of onboarding documentation, training resources, and operational readiness support
Commitment to continuous improvement, process consistency, and service excellence

Nice To Haves

Bachelor’s degree in Business, Communications, Information Management, Operations, or related field
Experience with Wiki.js, Confluence, Notion, SharePoint, GitBook, or similar documentation platforms
Experience using Markdown or other structured content formats
Experience supporting BPO, CX, shared services, or multi-client environments
Understanding of how documentation supports automation, workflow optimization, and AI enablement

Responsibilities

Manage the company's knowledge management system, including page creation, folder structure, navigation hierarchy, permissions, and content organization
Develop and maintain documentation frameworks, templates, naming conventions, and publishing standards
Create, edit, and maintain process documentation, SOPs, troubleshooting guides, playbooks, and workflow references
Partner with subject matter experts to gather information and translate operational knowledge into structured documentation
Build and enforce taxonomy standards using categories, tags, metadata, and search optimization methods
Monitor documentation accuracy and implement review cadences to identify outdated or incomplete content
Ensure process changes, workflow updates, and operational revisions are reflected in documentation within established timelines
Create client-specific playbooks covering routing rules, escalation paths, service levels, and workflow logic
Develop onboarding materials for new hires, internal teams, and new client implementations
Collaborate with analytics, automation, and operations teams to capture recurring issues and convert learnings into reusable knowledge assets
Maintain feedback channels with end users to identify documentation gaps and improvement opportunities
Assess customer knowledge environments and documentation libraries for AI readiness and operational maturity
Support preparation of customer knowledge systems for integration with AI tools and automation workflows
Generate reporting on content usage, maintenance activity, documentation health, and knowledge gaps
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned