Knowledge Manager

Worldly•Concord, CA

18h•Remote

About The Position

Worldly tools are at the core of how the apparel and footwear industry integrates sustainability goals and targets and reports on these, whether in sustainability reports or through transparency programs. In this role, you’ll be a key member of the Education team at Worldly. You will serve as the lead resource for training and sustainability expertise for Worldly platform users and help to build and support our rapidly expanding user base. Reporting to the Senior Director, US, this role is responsible for building, organizing, and maintaining the company’s centralized knowledge resources. This role ensures that customers have access to accurate, up-to-date information that communicates the value of our tools and drives our mission. The Knowledge Manager collaborates closely with subject matter experts across the organization to capture knowledge, structure it effectively, and continuously improve knowledge accessibility and usability. You’ll help inspire innovative solutions across our broader customer portfolio, collaborate with potential partners to enhance our educational content, and you'll bring programmatic structure to how we scale our work with others.

Requirements

Bachelor’s degree or equivalent work experience
5-7 years of experience creating content and documentation for customers, including trainings, help center articles, SOPs, FAQs, and/or internal enablement documentation.
Knowledge of basic sustainability concepts, committed to sustainability as evidenced by your professional or life experience
Knowledge of life cycle assessment (LCA) and/or other methodologies and tools for measuring environmental and social impact
2-5 years of experience with Knowledge Base or CMS platforms like Zendesk, Confluence, Hubspot, Notion, etc.
Complex project management experience, with the ability to manage multiple customer or partner relationships simultaneously
Experience in a technology or SaaS organization with a fast-paced, growing environment, experience at a growth-stage startup a plus
Ideally working Eastern US or EU timezone, flexible to occasionally work early or late hours to accommodate global customer needs
Fluency across a variety of technology tools, including project management or customer success software, such as Microsoft Office suite of tools, GSuite, Zoom, Slack, CRMs, LMSs, etc., or similar
You thrive in fast-paced environments and are comfortable navigating ambiguity in your role. You can be scrappy when the need arises and are a committed team player.

Nice To Haves

Master’s degree or equivalent work experience
Experience working in the Environmental, Sustainability, and Governance (ESG) space, supply chain management, or responsible sourcing, or other related industries
Experience creating content through a variety of mediums, including but not limited to written content, videos, images, and gifs
Knowledge of Higg Index tools or the Worldly platform
Knowledge of the apparel, footwear, and textile industry

Responsibilities

Curate, organize, and maintain Worldly's help center and knowledge base to ensure accurate and easily accessible information for customers.
Act as a subject matter expert for the Worldly platform and related methodologies, working closely with the Growth and Product teams to articulate the functionalities and value of the Worldly platform.
Define and execute knowledge management strategy aligned with business goals and customer experience objectives.
Manage communication with partner organizations such as Cascale to ensure that updates to Higg Index tools are communicated to customers and education content is kept up to date
Cross-functional collaboration with all internal teams, including Sustainability, Marketing, Sales, Partnerships, etc., to collect and document product knowledge
Optimizing Worldly AI Assistance capabilities by owning the creation, editing, and management of all knowledge base articles.
Leverage AI tools (e.g., Claude, ChatGPT) to scale content creation and updates as well as create AI-assisted workflows for ensuring consistency and accuracy.
Champion a culture of customer and partner success in which every customer or partner interaction is an opportunity to solve problems and strengthen the relationship with the customer
Owns end-to-end translation management for knowledge base documentation using Lokalise across 8 languages
Occasional travel for team off-sites or customer trainings

Benefits

Medical, Dental, and Vision Insurance are offered through multiple PPO options. Worldly covers 90% employee premium and 60% spouse/dependent premium.
Company-sponsored 401k with up to 4% match for US employees.
Incentive Stock Options.
100% Parental Paid Leave.
Unlimited PTO.
12 paid company holidays.
Earn a competitive salary and performance-based bonuses.
Get healthcare, retirement matching, and equity for US employees.
Use the office stipend to get the supplies you need.
Flexible time off. Take the time you need to recharge. Our culture encourages team members to explore and rest to be their best selves.