Operations Knowledge Author

📋 Description

• • The College Board's Operations Division is seeking a dedicated and skilled Operations Knowledge Author to join their dynamic team. This role is pivotal in transforming complex information into clear, actionable content that empowers Operations teams to deliver exceptional customer experiences and maintain efficient processes. As a fully remote position within the USA, this opportunity offers flexibility while contributing to a mission-driven organization dedicated to expanding educational and career opportunities.
• • The core responsibility of this role is to develop and maintain high-quality, structured knowledge assets. This involves researching, writing, and editing a variety of content, including knowledge articles, guides, and workflows. The goal is to equip Operations teams with the precise information they need to support customers effectively throughout their journey with College Board products and services.
• • A key aspect of this position is ensuring that knowledge content is synchronized with upcoming product and program releases. The Operations Knowledge Author will be responsible for creating and updating content in advance of launches, guaranteeing that Operations teams have accurate, validated information ready to deploy at the critical moments of customer interaction.
• • This role embraces a "knowledge-as-data" philosophy. Content will be developed in a structured, modular format, designed for direct integration into operational systems, workflows, and tools. This approach ensures that the right information is accessible at the right time, seamlessly embedded within the operational environment.
• • Beyond content creation, the Operations Knowledge Author will play a role in shaping the future of knowledge management at College Board. This includes applying modern authoring techniques to enhance efficiency, accuracy, and consistency at scale. The individual will contribute to continuous improvement initiatives, potentially exploring AI-assisted authoring approaches to further optimize content creation processes.
• • Collaboration is central to this role. The Operations Knowledge Author will work closely with subject matter experts (SMEs), technology teams, program managers, and product management. This cross-functional partnership is essential for keeping the knowledge ecosystem current, connected, and adaptable to the evolving digital operations delivery model.
• • Key responsibilities include researching, writing, and editing clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service. This involves translating complex, technical, or policy-driven information into user-friendly content suitable for diverse audiences.
• • The role also entails developing and maintaining content aligned with upcoming product and program releases, ensuring Operations teams are equipped with timely and accurate information. A significant part of the job involves consolidating and synthesizing information from multiple products and platforms into unified, searchable, and easy-to-navigate knowledge assets.
• • Collaboration with SMEs is crucial for documenting key procedures, best practices, and lessons learned. In terms of content quality, structure, and governance, the author will be responsible for tagging, classifying, and maintaining knowledge content using College Board’s defined metadata and governance standards to enhance searchability and consistency.
• • Participation in routine content audits to ensure accuracy, timeliness, and lifecycle compliance is expected. The role also involves tracking and reporting on content health metrics, such as review completion, update frequency, and accuracy scores. Recommendations for and implementation of improvements to templates, structure, or workflows based on analytics and user feedback will be a key contribution.
• • In collaboration with the Knowledge Manager, the author will align content with governance policies and lifecycle workflows. Participation in release-readiness planning to ensure new or updated knowledge content is developed and validated prior to launches is essential.
• • Ensuring published knowledge content is optimized for search and accessibility will be a continuous effort. The author will contribute to continuous improvement initiatives, including exploring AI-assisted authoring approaches for increased efficiency. Engagement in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations is also part of the role.
• • The ideal candidate will possess a passion for College Board's mission, a curiosity for emerging technologies, and a learner's mindset. They will demonstrate clear communication skills, a drive for impact, and a collaborative, empathetic approach to working with diverse teams. This role offers a unique opportunity to significantly impact operational efficiency and customer satisfaction within a respected educational organization.