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The Knowledge Operations Manager is a foundational role within Neighborhood Operations, responsible for Help Center knowledge accessed by customers, as well as internal resources used by the frontline agents who support them. You will regularly collaborate with Customer Experience, Product Marketing, Legal, and Support Operations teams to define content strategy and resolve content gaps and areas of opportunity within the Help Center and internal knowledge base. You will also provide strategic partnership to Self-Service and Tools Program Managers in the design and implementation of solutions (e.g. generative search, conversational AI) to improve the usability, efficiency, and efficacy of knowledge systems.
