Knowledge Operations Specialist

About the Role

Knowledge Operations Specialists are the operational backbone of the knowledge management function. They manage the content lifecycle, coordinate with SMEs and product teams to keep knowledge up to date, run QA processes to maintain content quality, and produce analytics to drive knowledge improvement. Where Knowledge Engineers build and structure knowledge, Knowledge Operations ensures that knowledge stays accurate, current, and healthy over time.

What You Will Do

• Own the content lifecycle management process article creation requests, review cycles, retirement, and archival
• Coordinate knowledge review and update workflows with SMEs, product teams, and support leads
• Conduct regular QA audits on the knowledge base to identify outdated, inaccurate, or underperforming content
• Track and report on knowledge base health metrics: coverage gaps, article freshness, usage rates, and AI retrieval failures
• Manage incoming knowledge requests from support teams and triage them for the Knowledge Engineering team
• Maintain governance documentation: content standards, style guides, review schedules, and escalation paths
• Support onboarding of new product areas into the knowledge base coordinate intake and structure with Knowledge Engineers
• Produce weekly/monthly knowledge health reports and surface actionable insights to the Knowledge Engineering Lead

What We Are Looking For

Required Experience & Qualifications

• 3+ years of experience in content operations, knowledge management, quality assurance, or support operations
• Experience managing content workflows and stakeholder coordination in a global support environment
• Familiarity with knowledge platforms (Salesforce Knowledge, Zendesk Guide, Confluence, or equivalent)
• Basic analytical skills — comfortable working with spreadsheets, dashboards, and support data
• Experience in SaaS or technology-based support environments preferred

Skills & Competencies

• Content operations: managing review cycles, content calendars, and knowledge lifecycle workflows
• Stakeholder management: coordinating with SMEs, PMs, and support leads to gather and validate knowledge
• QA processes: reviewing content for accuracy, completeness, structure, and compliance with standards
• Analytics basics: reading dashboards, identifying trends in knowledge usage data, and creating reports
• Organization and process discipline: maintaining documentation, governance records, and intake queues
• Communication: clear written and verbal communication for stakeholder coordination and reporting

Core Attributes

• Process-oriented and highly organized comfortable owning operational workflows end-to-end
• Detail-focused with a quality mindset, spots inconsistencies others miss
• Proactive communicator who surfaces issues early and keeps stakeholders informed
• Collaborative and service-oriented toward both internal teams and support operators
• Adaptable and comfortable working in an evolving environment where processes are still being defined

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!