• Support Tool Administration & Tooling • You will build routing rules and automation, and leverage AI Tooling to ensure the support team runs like a well-oiled machine. You’re ready to do whatever it takes to streamline any friction slowing the team down from helping our customers. • Reporting & Analytics • You will design and maintain the dashboards and reports that surface what's actually happening in the queue: ticket volume trends, time-to-first-response, time-to-resolution, CSAT, and individual KPIs for our support team. • Capacity Planning • Own the staffing model. Translate ticket volume forecasts into headcount and other recommendations. • Workflow & Process Design • Identify where work gets stuck, slowed down, or done inconsistently, partnering with cross-functional teams to ensure there are the right systems in place for our team to work as collaboratively as possible.

• Governance and Rituals: Define and evolve essential rituals such as Design Reviews and Design Critiques, ensuring the product's evolution follows quality standards. • Process Standardization: Design, implement and iterate workflows that connect Design to the Product and Engineering lifecycle, eliminating communication and delivery bottlenecks. • Onboarding Excellence: Structure and manage the onboarding process for new designers, ensuring they become able to contribute quickly. • Documentation and Knowledge Management: Centralize the chapter's documentation in Confluence, keeping guides, playbooks and processes always up to date. • Technical Documentation: Collaborate on documenting guidelines, component behaviors and best practices for using the Design System, ensuring information is accessible and clear for designers and developers. • Success Metrics: Create and track KPIs for the design team's efficiency and the health of the operation. • Team Support: Act as the focal point for questions about tools (e.g., Figma, Jira, etc.), the use of Design System components and internal processes.

• Enter commercials into Wide Orbit upon receiving traffic instructions from various advertisers and apply copy rotations accordingly, making any necessary revisions upon agency request • Assist in building, optimizing, and downloading the daily broadcast log for Sundance Linear. • Senior Coordinator will need to maneuver commercial inventory in a logical manner to maximize our commercial inventory while adhering to advertisers’ restrictions, including content sensitivity. • Identify Inventory Code issues and oversold inventory categories and address with sales assistants. • Troubleshoot any on-air discrepancies with B&T in a timely and effective manner. • Identify and execute any necessary Day-of-Air creative changes with B&T • Manage copy validation process to ensure that all copy entries have been checked and verified for accuracy before log downloads. • Provide training on log building and copy entry as necessary.

Role Description Join us! GoFundMe is searching for a Senior Specialist, Knowledge Management on the Trust and Safety (T&S) team. T&S manages significant institutional knowledge across policy, compliance, operations, and review functions, but that knowledge needs to be centralized and systematically maintained. The Knowledge Management role will own that work: auditing what exists, closing critical gaps, and building the systems and culture that ensure T&S knowledge is captured, current, and usable at scale. This is a stewardship, intelligence and systems role, as well as a change management role. T&S handles genuinely consequential decisions at volume, and the quality of the knowledge infrastructure underneath those decisions directly affects consistency, accuracy, and the team's ability to scale. You will inherit accumulated complexity and be responsible for making sense of it. You will also be responsible for shifting how teams across T&S think about and contribute to that infrastructure, which requires influence, judgment, and persistence. The Job - Audit and Triage: - Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing. - Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions. - Identify contradictions between documents and prioritize remediation based on operational risk and usage frequency, not comprehensiveness. - Design the Information Architecture: - Build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved. - Select and administer the tooling, set permissions structures, and maintain the integrity of the system as it scales. - Own the Foundation: - Design and implement the frameworks that make the knowledge base coherent across teams. - Create documentation templates by content type, versioning protocols, review cadences, content lifecycle rules, and quality criteria. - Oversee Downstream Propagation: - Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts. - Update content when a source changes to prevent stale or superseded content from persisting in active use. - Capture Institutional Knowledge: - Develop and run structured methods for extracting undocumented knowledge from experienced team members. - Conduct documentation sprints, structured interviews with subject matter experts, and shadow sessions with reviewers and operations staff. - Close the Feedback Loop: - Maintain active signals from the frontline back to documentation owners. - Synthesize escalation patterns, reviewer improvisation, and recurring QA errors to identify knowledge system failures. - Own Ongoing Health: - Maintain the knowledge base as a living system through scheduled content reviews and proactive identification of drift. - Establish a clear process for submitting and resolving content gaps. - Enable the Team: - Serve as the connective layer between T&S functions regarding information flow. - Design systems that serve all teams without requiring each to manage its own silo. - Measure What Matters: - Define and track metrics that surface whether the knowledge program is working. - Metrics include search success rates, content utilization, coverage against active policies, and time-to-competency for new hires. Qualifications - 3-5 years experience working in knowledge management, content strategy, program management, or a closely related field, preferably within Trust and Safety. - Experience in a T&S, content moderation, or platform integrity environment is a meaningful advantage. - Demonstrated experience auditing and restructuring a messy knowledge environment. - Comfort operating with limited precedent and incomplete information. - Strong cross-functional communication skills. - Ability to work with ambiguity and thrive in a dynamic environment. - Work well with a distributed global workforce. - An ambitious self-starter with strong ownership and accountability. - Strong attention to detail with the ability to identify inconsistencies. - Fast learner who takes initiative and follows through on tasks. - Excellent organizational skills, with the ability to manage competing priorities effectively. Benefits - Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year. - Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. - Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together. - Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits. - Holistic Support: Enjoy financial assistance for hybrid work, family planning, generous parental leave, flexible time-off policies, and mental health resources. - Growth Opportunities: Participate in learning, development, and recognition programs. - Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives. - Community Engagement: Make a difference through our volunteering program.