Knowledge Coordinator

Avetta's SaaS platform connects the world's leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k active customers in over 100 countries.

SUMMARY

The Knowledge Coordinator will be responsible for maintaining and improving internal process documentation, creating and updating knowledge base articles, producing internal communications, and ensuring the accuracy and accessibility of content across various operational departments. This role will require collaboration with subject matter experts (SMEs) and teams to ensure documentation is aligned with current practices and standards. This role follows a hybrid work model, requiring employees to work in the office three days per week and remotely for the remaining days.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Draft, update, and maintain Standard Operating Procedures (SOPs), workflows, and process documentation for departments such as Supplier Success, Client Success, and Ops Training.
• Ensure documentation reflects the latest operational standards and is easy to follow, fostering consistency and reducing errors.
• Collaborate with SMEs to ensure documentation is up to date with evolving processes and best practices.
• Create and maintain knowledge base articles to support self-service, covering common operational questions, troubleshooting guides, FAQs, and more.
• Ensure articles are well-organized, searchable, and regularly updated to reflect changes in policies, procedures, and technology.
• Gather accurate, up-to-date information from SMEs and ensure knowledge base entries are accessible to all employees.
• Continuously audit and refine articles for clarity, completeness, and accuracy.
• Produce internal memos, announcements, and newsletters to communicate key updates, changes, or best practices.
• Maintain a consistent tone, voice, and style across all written materials to reinforce the organization's brand and culture.
• Work closely with operations, training, and other departments to ensure content meets their needs and reflects the most current operational practices.
• Gather feedback from employees using internal documentation and the knowledge base to ensure effectiveness and identify improvement areas.
• Regularly review and update all process documentation and knowledge base articles to ensure accuracy and alignment with operational or technological changes.
• Implement version control practices to keep documentation current and easily retrievable.
• Develop video recaps using Synthesia to transform complex topics into engaging, concise content for improved comprehension and retention.

IDEAL EXPERIENCE:

• 3 years of experience in documentation management, knowledge management, or a similar role in a dynamic environment.
• Proven ability to create clear, user-friendly documentation and knowledge base content.
• Strong writing and communication skills, with the ability to adapt messaging for different audiences.
• Experience working with cross-functional teams, collaborating with SMEs, and translating technical information into easily digestible content.
• Familiarity with content management systems (e.g., Salesforce), and document collaboration tools.

PREFERRED QUALIFICATIONS:

• Knowledge of supply chain safety management practices and regulations.
• Experience with video creation and content tools such as Synthesia or other video editing platforms.
• Familiarity with version control systems for documentation.
• Prior experience in operations, training, safety compliance, or support functions.

IDEAL EDUCATION & TRAINING:

• Bachelor's degree in Business, Supply Chain Management, Communication, or a related field.
• A combination of relevant professional experience and certifications in place of formal education (e.g., industry certifications or hands-on experience in documentation, operations, or safety management).