Senior Specialist-Producer Knowledge Management in Remote at Circular Action Alliance

Role Overview

Circular Action Alliance (CAA) seeks a Senior Specialist - Producer Knowledge Management to support producer readiness by maintaining and improving the clarity, structure, and usability of CAA’s Producer Knowledge Base (PKB). This role ensures producers and internal teams can quickly access accurate, easy-to-use knowledge and guidance aligned with Extended Producer Responsibility (EPR) requirements. As a senior individual contributor, the role manages knowledge base content accuracy, taxonomy, and producer-facing experience quality, supporting AI-enabled search capabilities, self-service expansion, and content clarity. Under the direction of the Producer Education & Engagement Manager, the Specialist partners with Technology, Support, Compliance, Legal, and Communications to deliver reliable knowledge resources and a high-quality content experience.

Key Responsibilities

Producer Knowledge Content Management & Information Architecture

• Maintain and update knowledge base articles to ensure accuracy, clarity, and alignment with approved policy and established communications standards.
• Shape and refine taxonomy, categorization, metadata, and content structure to improve searchability and producer's usability.
• Map knowledge base content to producer tasks, scenarios, and internal workflows across self-service, agent-assist, and support operations.
• Provide recommendations to the Manager and Product Owner on structural improvements and content roadmap priorities.
• Partner with Producer Services, Compliance, and Legal to ensure knowledge base content reflects accurate, approved information that aligns with producer-facing policy and operational workflows.
• Partner with Communications to ensure content aligns with established communications standards for tone, clarity, and branding.

Producer Knowledge Platform Experience & AI Search Support

• Collaborate with Technology to implement approved AI-driven search enhancements and visibility configurations.
• Validate content display and search behavior across knowledge base, CRM, chatbot, and agent-assist integrations.
• Identify issues in content discoverability or search results and propose improvements to content structure or metadata.
• Contribute input to the Product Owner on roadmap items related to content experience and findability.
• Partner with the Producer Support Manager and the Product Owner to define and validate knowledge base–related enhancement requirements to support internal case management workflows and producer-facing clarity.
• Collaborate with Technology and business teams to sequence KB updates with system releases, portal changes, and producer-facing initiatives to support a consistent producer experience.

Producer Knowledge Quality, Accuracy & Release Readiness

• Run scheduled audits of knowledge base content quality, usage patterns, and accuracy.
• Review content for compliance with regulatory requirements and approved interpretations from Compliance and Legal.
• Maintain content standards, editorial guidelines, and version control practices required for producer-facing clarity and consistency.
• Evaluate search accuracy and guided answer quality and recommend content or configuration adjustments.

Producer Knowledge Insights, Adoption & Performance

• Track Producer Knowledge base usage, search trends, adoption patterns, and common producer failure points.
• Prepare insights for the Producer Engagement & Education Manager to inform priorities for content updates and roadmap sequencing.
• Support internal training and onboarding to help producer-facing teams effectively use knowledge base content.
• Identify opportunities to strengthen self-service pathways and reduce producer reliance on direct support.
• Other job-related duties as assigned.

Skills & Competencies

Knowledge Management & Content Development

• Demonstrated experience in knowledge management, structured content development, support knowledge systems, or similar.
• Experience maintaining or enhancing knowledge bases, content libraries, or AI-enabled support systems.

Technical & Analytical

• Strong ability to simplify complex concepts and create clear, producer-ready content.
• Familiarity with CRM platforms, knowledge base tools, metadata structures, and content management workflows.
• Ability to interpret usage data and translate insights into content structure or experience improvements.
• Proven ability to run content workflows and enhancement cycles with minimal supervision.

Communication & Collaboration

• Strong written communication skills with the ability to simplify complex concepts for producers and internal users.
• Experience collaborating with cross-functional teams including Support, Technology, Compliance, Communications, and within Producer Services.
• Ability to manage multiple content updates, enhancements, and audits with minimal supervision.

Qualifications

• Bachelor’s degree in Knowledge Management, Information Systems, Business Administration, Communications, or a related field preferred but not required.

Compensation & Other Information

• Location: U.S. Remote
• Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge, and experience.
• Reports To: Producer Education & Engagement Manager

Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org listed below.