Knowledge Owner

Knowledge Owner

Position Title

Knowledge Owner

Reports To

Learning Experience Manager

Position Summary

As the Knowledge Owner who is driven to enhance Partner and Employee Experience while delivering measurable impact on revenue , customer satisfaction , and operational efficiency , this innovative and strategic role is pivotal within the Customer Experience Team, focused on managing, curating, and optimizing the company’s knowledge assets to support business objectives and drive results.

As a Knowledge Owner, you will oversee the creation, organization, and delivery of critical information, ensuring that all audiences—internal and external—have access to accurate, timely, and relevant knowledge. Your work will directly contribute to improved customer satisfaction by enabling faster resolution times and self-serve options , increasing first-contact resolution rates , and enhancing overall service quality .

Collaborating with cross-functional teams and stakeholders across varying levels of seniority (up to VP’s), you will identify knowledge gaps, implement effective knowledge-sharing initiatives, and establish best practices for information management. Leveraging your expertise in stakeholder engagement, project management, and industry trends, you will align knowledge strategies with business processes and organizational goals.

This role is essential to fostering a culture of continuous learning, knowledge sharing, and operational excellence, ultimately driving revenue growth through improving customer satisfaction, reducing costs by empowering customer self‑service and reducing dependency on support channels, and ensuring long‑term success for the organization.

Key Responsibilities

Maintain High-Quality, Accessible Knowledge Base

• Continuously curate, enhance, and optimize content to maintain accuracy, relevance, and accessibility for diverse skill levels, establishing the knowledge base as a trusted and indispensable information resource. Leverage strong analytical , organizational , and communication skills to conduct regular content audits, aligning materials with evolving business priorities. Ensure all content remains intuitive, searchable, and user‑centric, effectively serving the needs of internal stakeholders and external audiences alike.

Targeted Knowledge Delivery and Application

• Strategically deliver information to targeted audiences, ensuring timely and effective application in daily business operations. Utilize strong collaboration , communication , and problem‑solving skills to identify information gaps and partner with departments to bridge them. Drive the flow of critical knowledge to the right teams at the right time, empowering them to make informed decisions and achieve impactful outcomes.

Cross-Functional Collaboration

• Collaborate seamlessly with internal stakeholders (up to VP’s), trainers, curriculum developers, and subject matter experts to drive the development and refinement of products, features, and services. Leverage exceptional interpersonal , project management , and organizational skills to facilitate clear communication and cross‑functional collaboration. Ensure knowledge materials are accurate, up‑to‑date, and tailored to meet the diverse needs of multiple departments, aligning with organizational goals and priorities.

Business Readiness Alignment

• Leverage the Business Readiness methodology to maintain strong connections with key departments, including Product, Sales, and Operations, ensuring seamless updates on product features, processes, tariffs, segmentation, and other critical information. Apply exceptional communication , organizational , and change management skills to establish clear, efficient processes for integrating updates into the knowledge base. Ensure teams remain consistently informed, aligned, and empowered to adapt to business developments, driving operational excellence, customer satisfaction, and revenue growth.

Establish Writing and Documentation Standards

• Establish and enforce robust documentation standards grounded in knowledge base best practices to ensure consistency, clarity, and professionalism across all written materials. Utilize expertise in technical writing , attention to detail , and quality assurance to develop guidelines that promote high‑quality, user‑centric content. Regularly review and refine these standards to adapt to evolving business needs, ensuring materials remain accessible, accurate, and easy to understand for diverse audiences, driving enhanced customer satisfaction and internal efficiency.

Develop Customer Self‑Service Tools

• Develop and continuously enhance resources, including a dynamic knowledge base and comprehensive FAQs, to empower customer self‑service and reduce dependency on support channels. Apply strong content strategy , user experience design , and analytical skills to create tailored, intuitive materials that enable customers to resolve issues independently. Optimize content for accessibility and searchability, ensuring customers can quickly and efficiently find answers to common questions, ultimately improving customer satisfaction, reducing support costs, and driving operational efficiency.

Learning Management System (LMS) Configuration and Adaptation

• Manage the LMS to align with organizational needs, ensuring effective training delivery and seamless knowledge sharing. Apply expertise in system configuration and design to enhance usability, engagement, and impact.

Standardise Reporting for Knowledge Base Performance

• Design and maintain standardized reporting tools to measure the effectiveness and usage of the knowledge base, leveraging analytical and problem‑solving skills to identify improvement opportunities. Utilize key metrics and user feedback to optimize content, drive engagement, and ensure continuous refinement of the knowledge base for maximum impact and efficiency.

Facilitate Knowledge Sharing and Training Sessions

• Facilitate sessions to share knowledge, updates, and product developments with key teams, particularly within Commercial and Customer Experience. Serve as a liaison for effective knowledge transfer, ensuring that all updates and releases are communicated clearly and promptly to the appropriate stakeholders. Leverage strong communication , collaboration , and organizational skills to enhance information flow and support informed decision‑making.

• Bachelor’s Degree: in education, business, human resources, information technology, or related field
• Familiarity with knowledge and understanding of LMS & Zendesk (including Guide) systems
• Familiarity with Microsoft Windows & G‑Suite
• Excellent English & Arabic language skills
• Preferred: HTML, CSS & JavaScript skills