Knowledge & Operational Readiness Specialist at Robinhood · LumiJobs

Responsibilities

Own end-to-end content strategy and knowledge governance for assigned function(s): creation, maintenance, and continuous improvement of Help Center articles, SOPs, runbooks, playbooks, escalation paths, policy documentation, and support workflows
Lead readiness planning for product launches, policy updates, process changes, and operational initiatives — including go/no-go recommendations, risk registers, mitigation plans, and post-launch retrospectives
Lead cross-functional collaboration across all assigned functions simultaneously — influencing Product, Engineering, Operations, Customer Support, Compliance, Risk, and Training partners at all levels to drive alignment on readiness and content strategy
Establish content standards, information architecture, and governance frameworks that scale across functions and raise the bar for the team
Partner with Customer Support leadership to prepare frontline teams for launches; identify contact drivers and support risks before go-live and develop plans to minimize customer friction
Analyze metrics across assigned function(s) to identify patterns, inefficiencies, and improvement opportunities; drive post-launch reviews and lead improvement initiatives
Communicate readiness status, performance insights, and risks to stakeholders at all levels, from operational detail to executive-ready narratives
Guide, coach, and share functional expertise with colleagues within the team; influence parties inside and outside the department on knowledge management processes and practices
Use AI to tackle domain-specific knowledge problems — not just speed up routine work. The bar: streamlined workflows, resolved bottlenecks, and consistently higher-quality outcomes delivered faster.
Experienced individual contributor with advanced knowledge of knowledge management and content strategy, and practical experience across multiple related job areas — typically 3-4+ years of relevant experience
Proven track record of independently owning multiple functions end-to-end and making meaningful program-level decisions with limited outside support
Deep knowledge management and content strategy background: governance, information architecture, content lifecycle, and knowledge base operations

Knowledge & Operational Readiness Specialist

Responsibilities

Benefits

Company

Robinhood

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