Knowledge Management Program Lead

Responsibilities

• Establish governance models for how knowledge is created, reviewed, maintained, and retired.
• Design and operationalize a centralized knowledge management system that serves as the single source of truth for Trust & Safety.
• Own knowledge infrastructure-including platform selection, configuration, and integrations.
• Implement version controls, logging, and retrieval mechanisms within that infrastructure.

• Build systems that link policy, guidance, and SOPs to prevent drift.
• Develop cascading change management processes to ensure downstream updates are triggered and tracked.
• Support role- and region-based access to knowledge, and align with cross-functional T&S partners on access standards and single source of truth use cases.

• Build feedback intake systems that leverage QA, user behavior signals, escalations, and operational data.
• Define and track program success metrics.
• Continuously improve knowledge quality and discoverability based on data.

What We're Looking For

• 2+ years of experience in a Knowledge Management program, with a track record of building or scaling knowledge systems in complex, regulated, or operational environments.
• Strong familiarity with knowledge platforms (e.g., Guru, Notion, Zendesk, CMS tools) and an understanding of their limitations.
• Expertise in taxonomy design, information architecture, and content structuring strongly preferred.
• Excellent communication skills-you can articulate complex concepts clearly and succinctly to stakeholders across functions and levels.
• Analytically minded-you use data from a variety of sources to identify trends and drive continuous improvement.
• Deeply curious and collaborative-you ask good questions, challenge assumptions, and seek out perspectives that close knowledge gaps.
• Highly organized and comfortable working independently, with the judgment to escalate issues that could impact program quality or timelines.
• Passionate about keeping people safe online, regardless of personal familiarity with specific regional norms or cultures.

Preferred Qualifications

• Experience in Trust & Safety, content moderation, or platform operations.
• Familiarity with AI-assisted moderation workflows and the knowledge requirements they introduce.
• Background working in cross-functional environments with policy, legal, product, and vendor teams.
• Experience supporting or implementing knowledge tools for distributed or outsourced operations teams.

$120,000 - $144,000 a year
Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in New York City. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
As a member of our team, you'll enjoy:
401(k) Matching: We match 100% of the first 10% of pre-tax 401(k) contributions you make, up to a maximum of $10,000 per year.
Professional Growth: Get an annual Learning & Development stipend once you've been with us for three months. You also get free access to Udemy, an online learning and teaching marketplace with over 6000 courses, starting your first day.
Parental Leave & Planning: When you become a new parent, you're eligible for 100% paid parental leave (20 paid weeks for both birth and non-birth parents.)
Fertility Support: You'll get easy access to fertility care through Carrot, from basic treatments to fertility preservation. We also provide a stipend towards fertility preservation. You and your spouse/domestic partner are both eligible.
Date Stipend: All Hinge employees receive a $100 monthly stipend for epic dates- Romantic or otherwise. Hinge Premium is also free for employees and their loved ones.
ERGs: We have eight Employee Resource Groups (ERGs)-Asian, Unapologetic, Disability, LGBTQIA+, R aices , Women/Nonbinary, Parents -that hold regular meetings, host events, and provide dedicated support to the organization & its community.
At Hinge, our core values are...
Authenticity: We share, never hide, our words, actions and intentions.
Courage: We embrace lofty goals and tough challenges.
Empathy: We deeply consider the perspective of others.
Diversity inspires innovation
Hinge is an equal-opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe success is created by a diverse workforce of individuals with different ideas, strengths, interests, and cultural backgrounds.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
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