Senior Manager, Knowledge Management

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

Who we are

The Customer Experience (CX) Enablement team provides resources and assistance to enable the CX organization and Mindbody customers to optimize their potential in their role at the company and/or leveraging the software.

The Role You'll Play

As the Mindbody Senior Manager, Knowledge Management, you’ll lead a team of technical writers and content strategists to deliver clear, scalable, and impactful knowledge resources for our customers and teams. You’ll define the strategy, systems, and standards that shape how information is created, maintained, and discovered, driving efficiency, self-service, and product adoption across the Playlist ecosystem. 

• Build, lead, and mentor a high-performing team of content professionals in a collaborative, innovative environment. 

• Act as a coach and growth advocate, ensuring every team member has the support and guidance to succeed. 

• Define a cohesive content strategy and governance model across Playlist’s knowledge bases and technical content. 

• Implement and enhance AI tools (e.g. generative AI, ML tagging, search optimization) to streamline documentation, personalization, and discovery. 

• Establish standards for content quality, taxonomy, tone, and review cycles to ensure consistent brand alignment at scale. 

• Develop self-service strategies aligned with Playlist’s support cost-efficiency goals. 

• Monitor industry trends and introduce updates that keep Playlist’s content offerings competitive and future-ready. 

• Define and own team KPIs related to content effectiveness, knowledge health, and audience engagement. 

• Use analytics and feedback to identify content gaps, evaluate performance, and optimize access to information. 

• Collaborate across teams, including Engenireeing, Customer Experience, UX, and Marketing, to align updates with product releases and process changes. 

• Support system-wide initiatives such as M&A-driven content integrations, audits, and consolidations. 

• This is a team leadership role for someone passionate about scaling knowledge systems and driving measurable outcomes. 

*ONLY English CVs will be accepted

Experience You Bring

• 7+ years in knowledge management, content strategy, or technical documentation within a technology environment. 

• 4+ years of people leadership experience, with a proven track record of building and developing high-performing teams. 

• Deep understanding of knowledge-centered support (KCS), content lifecycle management, and governance frameworks. 

• Proven ability to set and manage content metrics such as article views, reuse rates, contribution, and quality scores. 

• Strong experience collaborating with Product, Engineering, Customer Support, and Enablement teams. 

• Deep understanding of LLMs and AI-driven applications for self-service and support workflows. 

• Skilled in content system design for internal and external audiences, with a focus on structured writing and scalability. 

• Hands-on experience with platforms like Confluence, Zendesk, Salesforce Knowledge, and Inbenta. 

• Background in analytics tools such as Google Analytics, Tableau, Looker, and Google Console. 

• Demonstrated success managing content through M&A processes, including audits, integration, and system migration. 

• Excellent project management, stakeholder communication, and leadership presence. 

• Self-motivated, organized, and proactive—comfortable driving initiatives from vision through execution. 

• Exceptional written and verbal communication skills in English. 

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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