Operations Knowledge Author

College Board

1d • $56,000 - $95,000 • Remote

About The Position

The Operations Division is reimagining how knowledge supports people in the flow of their work. We’re seeking an Operations Knowledge Author to create and maintain high-quality, actionable content that equips our Operations teams to deliver efficient processes and exceptional customer experiences. You will transform information from over 15 internal and external platforms into clear, structured knowledge that helps Operations teams support our customers throughout their journey. This includes developing and updating content in sync with planned product releases, ensuring Operations teams are ready with accurate, validated knowledge at launch. This role applies a “knowledge-as-data” mindset—developing structured, modular content that integrates directly into operational systems, workflows, and tools, ensuring the right information is available at the right time. You’ll also help shape the future of how we create and manage knowledge—applying modern authoring techniques to increase efficiency, accuracy, and consistency at scale. Working closely with subject matter experts, technology, program, and product management, you’ll ensure our knowledge ecosystem stays current, connected, and ready to evolve with our digital operations delivery model.

Requirements

• 3+ years of experience writing and editing content that explains complex processes and product functionality in simple, clear terms, ideally in an EdTech or SaaS setting.
• Demonstrated exceptional writing and editing skills, with the ability to simplify complex information into clear, actionable language.
• Experience with enterprise knowledge platforms (e.g. SharePoint, ServiceNow, Confluence, Salesforce Knowledge).
• Understanding of metadata, taxonomy, and accessibility standards.
• Strong organizational skills and meticulous attention to detail.
• Proven ability to collaborate effectively with subject matter experts and cross-functional teams.
• Comfort working in a structured environment with defined governance and workflows.
• A passion for expanding educational and career opportunities and mission-driven work
• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.
• Clear and concise communication skills, written and verbal
• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.
• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.
• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success
• Authorization to work in the United States

Nice To Haves

• Familiarity with AI-assisted authoring tools or content analytics platforms.
• Knowledge of usability testing, information design, or UX writing principles.
• Certification or training in writing/editing, knowledge-centered service (KCS), or knowledge management frameworks.
• Familiarity with Knowledge Centered Service (KCS) principles.
• The ability to travel 3-5 times a year to College Board offices or on behalf of College Board business.

Responsibilities

• Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.
• Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.
• Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.
• Consolidate and synthesize information from multiple products and platforms into unified, searchable, easy-to-navigate knowledge assets.
• Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.
• Tag, classify, and maintain knowledge content using College Board’s defined metadata and governance standards to improve searchability and consistency.
• Participate in routine content audits to ensure accuracy, timeliness, and lifecycle compliance.
• Track and report on content health metrics such as review completion, update frequency, and accuracy scores.
• Recommend and implement improvements to templates, structure, or workflows based on analytics and user feedback
• Partner with the Knowledge Manager to align content with governance policies and lifecycle workflows.
• Participate in release-readiness planning to ensure that new or updated knowledge content is developed and validated prior to launches.
• Ensure published knowledge content is optimized for search and accessibility.
• Contribute to continuous improvement initiatives including AI-assisted authoring approaches for efficiency.
• Engage in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations.

Benefits

• At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive.
• We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.
• Annual bonuses and opportunities for merit-based raises and promotions
• A mission-driven workplace where your impact matters
• A team that invests in your development and success

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed