Knowledge Management Specialist II

ABOUT THE POSITION

The Knowledge Specialist is a key player in shaping the information that powers customer experiences. In this role, you'll bring clarity and brand voice to the self-service content our customers rely on in everyday resources. You'll evaluate priorities to bring accuracy and simplicity to the resources used by our Customer Care teams, both human and virtual. You are an expert in thoughtful wording and using visual tools to help you act as a translator, making sense of information from teams across the direct-to-consumer business. You'll transform complex processes into easy-to-understand knowledge, keep content fresh and easy to access during peak support season, and ensure that agents always have the right answers at the right time.

HOW YOU'LL MAKE A DIFFERENCE

Working at the intersection of operations, training, quality, technology, and customer insights, you'll help close knowledge gaps, streamline workflows, and elevate the way our organization communicates. If you love solving problems through crisp, intuitive content and thrive in a dynamic environment, this is a chance to make a visible, lasting impact on the customer's journey.

YOU HAVE

• Bachelor's degree in communications, Information Management, or a related field
• Certifications or experience in key areas of consumer or contact center management
• Content Creation and Management: 3-5 years of experience. Excellent writing and editing skills, with the ability to create clear, concise, and accurate content in the form of public-facing and internal documentation.
• Experience working with AI‑assisted content, virtual agents, search optimization, or data refinement for LLMs.
• Communication: Strong communication skills, both verbal and written, with the ability to effectively convey information to diverse audiences.
• Analytical Skills: Ability to analyze data and feedback to improve content and processes.
• Collaboration: Strong interpersonal skills, with the ability to work effectively with cross-functional teams.
• Detail-Oriented: Keen attention to detail to ensure accuracy and consistency in all content. Proficiency or familiarity with HTML content creation.
• Technical Proficiency: 2-3 years of experience and proficiency in using or managing knowledge management systems, content management systems, and other relevant tools; familiarity with Salesforce Service Console or other CRM.
• 1-2 years of experience in contact center operations, customer service, or agent workflows.
• Software Skills: Experience with Miro, Airtable, Confluence, Microsoft PowerPoint, MS Word, MS Teams, Photoshop, Illustrator, Canva, and Salesforce.
• Bilingual or functional knowledge of Spanish and/or French.

JOB CONDITIONS

• Typical Office: Operates in a typical office environment, routinely uses computer and other standard office equipment.
• Generally sedentary for prolonged periods, may occasionally require ability to move about or adjust/move items weighing up to 10 lbs. in all directions; Constantly requires collaboration and the ability to communicate with others to exchange information while in a typical office setting. Collaboration is generally conducted in person unless the role has been pre-approved for remote work.

#LI-RM1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf. If you need reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

At Columbia Sportswear Company, we're proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family's financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested.