Senior Manager, Knowledge Management

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. 

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

Who we are

The Customer Experience (CX) Enablement team provides resources and assistance to enable the CX organization and Mindbody customers to optimize their potential in their role at the company and/or leveraging the software.

About the right team member

As our Senior Manager of Knowledge Management, you will lead the design and execution of a modern, intelligent knowledge strategy that empowers both customers and internal teams. This is a high-impact, cross-functional leadership role focused on building a scalable knowledge ecosystem that enhances customer outcomes, improves operational efficiency, and evolves in tandem with our products. You’ll oversee the entire content lifecycle — from creation and curation to governance and optimization — while also ensuring the structural integrity of knowledge content to support the integration of next-generation technologies like AI-powered chatbots and large language models. Your work will be crucial in enabling seamless, accurate, and contextual responses across self-service platforms, agent assistance tools, and in-product guidance.
By collaborating closely with Customer Support, other CX Teams, as well as Product, Engineering, and Enablement, you will ensure that our knowledge infrastructure aligns with business goals and customer needs. You will lead a team of Technical Writers (aka knowledge specialists) and work with technical stakeholders to integrate knowledge into automation workflows and conversational AI experiences.

*ONLY English CVs will be accepted

About the role

• Build, lead, and mentor a high-performing team of technical writers and content strategists. Cultivate a collaborative and innovative environment.
• Ensure the success of each direct report by acting as a professional resource and coach for their ongoing development and growth.
• Define and develop a comprehensive strategy, governance, and delivery of all knowledge base and technical content across Mindbody and its supporting products.
• Assess, implement, and enhance AI tools (e.g., generative AI, ML-based tagging, search optimization) to speed up documentation workflows, personalization, and content discovery.
• Establish content standards, taxonomies, review cycles, and guidelines for voice and tone that ensure scalability and consistent brand alignment.
• Develop self-service strategies that support Mindbody’s cost-of-delivery objectives.
• Stay informed about industry best practices and suggest updates to maintain competitive offerings based on the evolution of industry standards.
• Manage analytics for self-service resources; responsible for defining team KPIs and setting and achieving goals.
• Leverage data and feedback to continually evaluate content performance, pinpoint gaps, and enhance knowledge access and usage.
• Collaborate closely with various departments, including Development, Customer Experience, UX, and Marketing, to ensure the team has the adequate time and resources necessary to complete updates in alignment with the timing of releases and/or changes in procedures.
• All other duties as assigned.
• This is an Team Leadership role. 

Skills & experience

• Bachelor’s degree or comparable work experience
• 7+ years’ experience in knowledge management, content strategy, technical documentation, or a related field within a technology-driven environment
• 4+ years of people management experience with a proven ability to lead, develop, and scale high-performing teams
• Deep understanding of knowledge-centered support (KCS) principles, knowledge lifecycle management, and content governance best practices.
• Proven ability to implement, manage, and maintain industry-standard employee knowledge base metrics — such as article views, contribution rates, reuse rates, feedback quality, and knowledge health scores.
• Experience collaborating cross-functionally with Customer Support, Product, Engineering, and Enablement teams
• Working knowledge of large language models (LLMs) and their application in self-service and support automation.
• Excellent communication, project management, and stakeholder management skills
• Proven track record of building scalable, user-focused documentation systems for both internal and external audiences.
• Excellent communication and leadership skills, with a proactive, adaptable mindset.
• Deep expertise with AI tools and platforms used in technical content creation, automation, and knowledge retrieval.
• Strong understanding of AI best practices as they apply to content architecture, versioning, search optimization, and structured writing.
• Experience managing enterprise-grade knowledgebase platforms such as Confluence, Zendesk, Salesforce Knowledge, or similar.
• Demonstrated experience managing content through mergers and acquisitions, including content audits, integration plans, and system consolidations.
• Strong understanding of Customer Experience operations.
• Experience with analytics tools: Google Analytics, Tableau, Looker, Google Console, and Inbenta.
• Ability to manage time efficiently and effectively.
• Self-motivated, takes initiative to see projects and tasks through to completion.
• Exceptional written and verbal communication skills in English. 

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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