Knowledge Manager (People Team)

Company Description

We’re Checkout.com – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen. Checkout.com is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why. With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they’re fast‑moving, performance‑obsessed, and driven by being better every day. Ideal. Because a role here isn’t just another job; it’s a career‑defining opportunity to build the future of fintech.

Job Description

The Knowledge Manager is responsible for managing, developing, and optimising the knowledge assets within our People team. The role involves ensuring that operational HR knowledge is effectively captured, organised, and disseminated across teams to enhance productivity, efficiency, and decision‑making. This person will play a critical role in developing knowledge‑sharing practices, tools, and resources that enable consistent performance and continuous improvement.

Mission

To orchestrate the "Single Source of Truth" for all HR information and govern the self‑service ecosystem of content.

Key Skills & What You Will Be Doing

• Knowledge Governance & Oversight: Establish the standards for how HR information is captured, stored, retrieved and maintained. Act as the final gatekeeper for quality, consistency, and tone across the entire People ecosystem.
• Gap Analysis & Strategy: Proactively identify "blind spots" where employee documentation is missing or unclear. Collaborate with SMEs to ensure every common employee question has a verified, structured answer. Routinely review and update existing knowledge to ensure accuracy and relevance.
• Ecosystem Orchestration: Oversee the health of the self‑service platform, ensuring the Knowledge Graph is logical and AI models are consuming high‑quality, relevant data.
• Content Experience Design: Ensure information is meaningful. Translate complex policy into employee‑centric language and deliver it through the most effective digital channels. Ensure consistency in content, language, and formatting across all knowledge materials.
• Policy & SOP Lifecycle Management: Design the end‑to‑end process for transforming departmental decisions into AI‑ready and readable answers, ensuring outdated information is instantly purged to maintain accuracy.
• Analytical Problem Solving: Investigate "knowledge failures" such as when an AI gives a low‑confidence answer or an employee can’t find information. Diagnose whether the problem is the content structure, the wording, or the policy itself, and resolve it to improve the system’s intelligence.
• Implement feedback loops to ensure continuous improvement of knowledge processes and resources, and track key metrics to measure the success and impact of knowledge management initiatives.
• AI‑Assisted Documentation: Use AI tools to capture and draft SOPs and "tribal knowledge" often outside of formal policy. Evaluate and implement new technologies or systems to improve knowledge sharing and access.
• Product Readiness: Ensure all content meets a "Definition of Ready" before it is pushed to the live employee‑facing product (the AI bot/portal). Test the user experience of the information itself.
• SME Collaboration: Partner with functional leads to ensure their specialised knowledge is codified and updated without requiring them to be experts in content management systems.

What you’ll need

• 3+ years of experience in knowledge management, preferably in HR/Operations landscape (functional alignment not essential).
• Strong experience with knowledge management systems, tools, and platforms (e.g., Confluence, ZenDesk or similar).
• Proven ability to work cross‑functionally and manage projects across different departments.
• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Analytical mindset with the ability to assess the effectiveness of knowledge‑sharing practices.
• Ability to manage multiple tasks and deadlines in a fast‑paced environment.

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