Support Knowledge Manager

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About the role

ABOUT THE ROLE Join the team transforming how we support Hinge Health members by building the knowledge engine that powers both human specialists and AI. As the Support Knowledge Manager, you will own the structure, quality, and day-to-day health of support knowledge. You will strengthen and scale our content operations program, create practical standards for how knowledge is written and maintained, and help teams keep information current as our products, services, and processes evolve. Your work will ensure our member-facing teams and the systems supporting them always retrieve the right information at the right time. This is a hands-on role for someone who enjoys building new systems and repeatable processes. You will own and shape Support’s knowledge management program end to end, with the opportunity to establish the structure, standards, and cross-department partnerships that improve how our teams support members at scale. WHO YOU ARE - You are an information architect who enjoys designing clear structures, ownership models, and content lifecycles. - You are a strong writer and editor who can turn complex information into clear, practical guidance. - You are an operator who can lead at all levels, make progress in ambiguity, and build workflows and processes that others can adopt. - You are a collaborative partner who can influence across teams and build trust without relying on formal authority. - You are curious, pragmatic, and motivated by improving the experience for members and the teams who support them. WHAT YOU’LL ACCOMPLISH In your first 3 months - Build a clear picture of our current support knowledge, including internal articles, help center content, macros and scripting, process and policy documentation, and product guides. - Define core content health measures and stand up a basic dashboard to create visibility into content coverage, consistency, freshness, utilization, and performance. - Define practical content standards and a review process, including clear owners, approval paths, and update and review timelines. - Improve the information architecture of our knowledge base, including taxonomy, labeling, metadata, templates, and content relationships. - Rewrite content so it is clear and useful for frontline specialists, AI systems, and other content consumers at Hinge Health. - Establish working relationships and feedback loops within Support Operations and with Quality, Product, Marketing/Brand, and other content owners and consumers across the company. In your first 6 months - Operationalize a regular reporting cadence and use the measures to prioritize improvements, tracking indicators such as verification status, content age, time to publish, content utilization, and search coverage. - Create feedback loops with Support Operations (Service Delivery and Support Systems), Analytics, and Quality teams to identify improvement opportunities and turn recurring questions into prioritized content improvements. - Launch repeatable processes with partner teams for documenting launches, product changes, policy updates, and operational changes. In your first year - Own and continuously improve the support knowledge program, including its structure, standards, ownership model, review cadence, and performance reporting. - Optimize how content tools and AI-supported workflows work together, partnering with vendors, Product, and Engineering to understand performance and prioritize improvements that improve member support outcomes. - Improve the reliability of the information used by both specialists and AI, contributing to improvements in AI-supported resolutions, specialist productivity, ticket handle time, and CSAT. - Support content localization and scalable practice

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