Operations Knowledge Author

Client: Education Industry

Title: Operations Knowledge Author

Duration: 12+ Months

Location: 100% Remote

About the Team  

·        Client’s Operations Division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually.

·        The Operations team is leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support.

·        The Knowledge, Learning, & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations.

·        Our mission is to create a connected ecosystem that supports Client’s digital experiences, enabling operational efficiency and exceptional customer outcomes.

·        From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.   

About the Opportunity   

·        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. 

In this role, you will:  

·        Knowledge Development and Enablement (50%) 

·        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. 

·        Content Quality, Structure and Governance (30%) 

·        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 

·        Collaboration & Continuous Improvement (20%) 

·        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. 

About You

·        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. 

·        Experience with technical writing for troubleshooting or how-to content (e.g., job aids, agent-facing knowledge articles) covering software, devices, or platform issues. 

·        Familiarity with common operating systems and device environments (Windows, Mac, iOS/iPadOS, Chrome OS, Android) sufficient to write clear, accurate instructions across platforms. 

·        Comfort translating technical or diagnostic information — networking, device management, end-user applications — into content that non-technical audiences can follow. 

·        Ability to read and interpret technical manuals, procedures, and vendor/product documentation as source material for authored content. 

·        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) 

·        Familiarity with AI-assisted authoring tools or content analytics platforms. 

·        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. 

·        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.