Knowledge Base & Content Officer

About the role

As a Knowledge Base & Content Officer you will lead the governance, development and continuous improvement of Guest Services knowledge management practices, ensuring that operational information, procedures, products and policies are effectively communicated and adopted across internal teams and service providers.

Key responsibilities

• Manage the Guest Services Knowledge Base, keeping content accurate, current, compliant and aligned with business requirements.
• Partner with internal stakeholders and service providers to assess the impact of process, product, system and policy changes and ensure timely communication of knowledge updates.
• Develop and maintain knowledge articles, operational communications, quick reference guides and learning content to support operational readiness and service consistency.
• Monitor Knowledge Base usage, search trends and assessment results to identify gaps and drive improvement initiatives.
• Produce and analyse knowledge performance reports, adoption metrics and content effectiveness, providing actionable insights to improve operational performance.

Required profile

• Bachelor's degree (preferable) in Business Administration, Communications, Knowledge Management, Customer Experience, Aviation Management or related field.
• At least 4 years of experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support or Customer Service environments.
• Proven experience managing cross‑functional stakeholders and outsourced service providers.
• Experience analysing performance data, quality findings and operational trends to drive improvements.

Required skills

• Proficiency with knowledge management platforms and reporting tools.
• Strong command of Microsoft 365 applications.