Knowledge Ops Team Lead

New

Skills

Communication Content management Metabase Process Improvement Team leadership Written Communication Zendesk

Join Clipboard Health as a Knowledge Operations Team Lead and play a pivotal role in empowering healthcare professionals to access flexible career opportunities. As a leader within our fast-growing, fully remote team, you will oversee and develop the Knowledge Operations specialists who create and manage vital internal and external content for workplace support. Your expertise in content management, coaching, and systems thinking will help ensure the clarity, usability, and quality of our knowledge resources, directly impacting the experience of our healthcare partners and professionals nationwide.

Job Overview
  • Lead the Knowledge Operations team to maintain high standards in content creation and information management.
  • Act as a product expert, ensuring accuracy and clarity in all published materials.
  • Foster team growth through structured feedback and performance monitoring.
  • Drive continuous improvement in knowledge transfer systems and support processes.
  • Contribute hands-on to content creation and auditing for quality assurance.
Key Responsibilities
  • Oversee and coach Knowledge Operations specialists, providing constructive feedback and identifying development opportunities.
  • Audit and gate written content, ensuring all materials meet company standards before publication.
  • Design, implement, and audit intuitive systems for knowledge transfer and information navigation.
  • Monitor team performance, maintain coaching logs, and deliver regular feedback.
  • Shadow support agents and audit support calls to assess and improve content usability.
  • Investigate product features and apply expertise to inform content updates.
  • Maintain a customer-centric approach in all knowledge operations activities.
Required Skills & Qualifications
  • Demonstrated experience coaching and managing customer service or content teams.
  • Exceptional written and verbal communication skills.
  • Strong systems thinking and problem-solving abilities.
  • Proven track record in setting and achieving SMART goals.
  • Adaptability to shifting priorities and strong attention to detail.
  • Ability to quickly gain product and process expertise.
  • Customer-focused mindset with a passion for elevating team performance.
  • Technical requirements: Minimum 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, quiet workspace, steady power and internet.
  • Experience with tools such as Zendesk, Metabase, and Amazon Connect is a plus.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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