Senior Knowledge Operations Manager

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

Who You Are

You are a strategic thinker and data-driven problem solver with a background in operational excellence, business operations, or knowledge management. You thrive on identifying gaps, streamlining processes, and building creative solutions that have a tangible impact. 

As part of the Knowledge Team you’ll leverage our 25,000+ article knowledge base, a sophisticated rules engine, and cutting-edge AI tools to connect users with the knowledge they need to succeed. You bring a practical mindset, a talent for organization, and a deep curiosity about how systems and content can come together to improve user experiences. If you find fulfillment in turning complexity into clarity and enabling others to thrive, this role is for you.

About The Team

Our mission is to scale knowledge to power Deel's products and services, ensuring our users have the information they need, when and where they need it. We collaborate with 200+ legal experts and 350+ payroll and HR compliance specialists to support over 35,000 clients across 160 countries. Together, we’re building the world’s largest knowledge base for HR, compliance, employment law, and immigration. By curating and delivering accurate, accessible, and actionable knowledge, we help our users navigate complex challenges and unlock opportunities on a global scale.

What You’ll Do:

Knowledge Strategy and Development

• Knowledge Content Strategy: Proactively identify gaps and opportunities to augment content and learning materials into user experience to better support customers and reduce inquiries.

• Quality, Accuracy, and Consistency: Build and manage scalable Quality Assurance and Audit processes to ensure the effectiveness of internal and external documentation. 

• Continuous Improvement: Leverage continuous improvement feedback loops and customer interaction data to identify areas for improvement in content development, customer service processes, and documentation 

Customer Insights & Feedback Analysis

• Analyze Customer Feedback:  Monitor, assess, and act upon customer feedback, escalations, ticket volume trends, and risks to identify opportunities for new or improved processes or content

• Root Cause Analysis: Conduct root cause analyses, and implement improvements in content or processes to prevent recurring problems.

• Risk Identification: Proactively flag and address risks in documentation or customer interactions, offering solutions to mitigate potential user dissatisfaction. 

Cross-functional Collaboration & Training 

• Cross-functional Collaboration: Collaborate with customer service, product, and engineering teams to resolve content-related issues and enable users to access the information they need when they need it.

• Training and Enablement: Identify opportunities for improvements to our training and enablement processes to support teams in scalably creating and managing their own content and resources

• Performance Metrics & Reporting: Track and report on key performance metrics related to content effectiveness and customer satisfaction, using data to drive continuous improvement. 

Qualifications:

• Experience in Operational Excellence, Customer Success or Knowledge Management: 3-5 years of experience in customer success or operations, with at least 2 years focused on process improvements, preferably within a content-heavy SaaS environment. 

• Data Skills: Expertise in data analysis using tools like Looker, Snowflake, and SQL to extract actionable insights and drive decision making. 

• Analytical Skills: Strong analytical and problem-solving skills, with a proven ability to identify root causes and suggest actionable improvements based on customer feedback and ticket volumes.

• Experience with Ticketing & Feedback Tools: Familiarity with tools like JIRA, Zendesk, Intercom, or other customer service platforms for tracking issues, managing feedback, and ensuring documentation accuracy.

• Customer Service Documentation: Experience in managing or creating customer service documentation and guides that help support teams resolve customer inquiries efficiently.

• Collaboration & Communication Skills: Excellent interpersonal skills with the ability to work cross-functionally and explain complex issues to diverse stakeholders. 

• Project Management: Proven ability to handle multiple tasks and projects concurrently, managing priorities to meet deadlines in a customer-focused environment.

• Language Skills: Fluent in English; proficiency in another language is a plus.

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

• Provided computer equipment tailored to your role

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including WeWork access where available

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of  race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.

Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.

Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at recruiting@deel.com of the nature of the accommodation that you may require, to ensure your equal participation.