Knowledge Management Specialist

The Ritz-Carlton Yacht Collection•Fort Lauderdale, FL

2d•Hybrid

About The Position

The Knowledge Management Specialist plays a critical role in ensuring that our organization operates with clarity, consistency, and efficiency by delivering a best-in-class Knowledge Management framework that empowers our teams to perform at the highest level. This role is responsible for the governance, structure, and continuous optimization of our Knowledge Base and broader knowledge ecosystem, ensuring that all content is accurate, actionable, and aligned with operational processes, training standards, and compliance requirements.

Requirements

Bachelor’s degree in Business Administration, Communications, Information Systems, Operations, or 3-5 years of relevant knowledge management experience
5+ years of experience in Knowledge Management, Content Strategy, Sales Enablement, or Operational Documentation
Proven experience building or governing enterprise Knowledge Management systems or Knowledge Bases
Strong expertise in process documentation, workflow mapping, and structured content development
Experience working within CRM platforms such as Salesforce
Ability to translate complex processes into clear, concise, and actionable guidance
Strong cross-functional collaboration experience across Sales, Operations, IT, and Compliance
Strong analytical, organizational, and problem-solving skills
Excellent written and verbal communication skills with an executive-level tone
Ability to manage multiple priorities in a fast-paced, evolving environment

Nice To Haves

Certifications in Knowledge Management, Content Strategy, or related disciplines preferred
Experience optimizing content for search, usability, and performance
Familiarity with QA frameworks, training alignment, and contact center operations preferred
Experience in luxury hospitality, travel, or high-touch service environments preferred

Responsibilities

Own and manage the end-to-end Knowledge Management strategy, including governance, structure, and lifecycle management.
Establish and enforce Knowledge Base standards, templates, and content governance practices.
Create, update, and maintain knowledge articles aligned to business initiatives, system updates, and process changes.
Ensure all knowledge content includes clear summaries, process steps, call guidance, compliance language, and supporting materials.
Validate system workflows, screenshots, and operational accuracy of all documentation.
Optimize content for searchability using tagging, taxonomy, and keyword strategies.
Analyze search trends, usage data, and behavioral insights to improve knowledge accessibility and effectiveness.
Ensure knowledge is structured for real-time usability by frontline teams during live interactions.
Partner cross-functionally with Sales, Operations, IT, Product, Compliance, and Training to ensure alignment.
Participate in initiative intake sessions to embed Knowledge Management requirements from inception.
Translate business requirements and process updates into clear, actionable, user-friendly documentation.
Identify and escalate inconsistencies, gaps, or risks in operational processes.
Align Knowledge Base content with training materials, QA standards, and service expectations.
Support training rollout and change management efforts through Knowledge Base readiness.
Conduct regular audits of knowledge content to ensure accuracy, relevance, and consistency.
Identify recurring internal questions or friction points and convert them into scalable knowledge solutions.
Track and report on Knowledge Management performance metrics, including search effectiveness, adoption, and content utilization.
Drive continuous improvement of knowledge content to reduce escalations, improve QA outcomes, and enhance operational efficiency.