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Job Description
- Define the overall strategy, structure, and taxonomy of the social and community operations knowledge base (KB). Establish governance workflows and partner with tooling teams to optimize platform capabilities and user experience.
- Design, implement, and scale training programs for global workflows, including new hire onboarding, sensitive escalation processes, after-hours coverage, and high-stakes tabletop exercises.
- Pilot, integrate, and advocate the use of AI tools to accelerate the development life-cycle of KB articles and training modules.
- Partner with operational leads to map, build, and continuously optimize end-to-end incident response workflows and escalation paths for high-severity social and brand risk events.
- Partner with tooling teams to explore how AI/automation can improve KB search indexing, semantic routing, and real-time knowledge retrieval for frontline escalation managers.