Knowledge Manager

KNOWLEDGE MANAGER

Location: United States - Remote

Reports To: Senior Director, Learning & Training

ABOUT WORLDLY

Worldly is the world’s most comprehensive impact intelligence platform — delivering real data to businesses on impacts within their supply chain. Worldly is trusted by 40,000 global brands, retailers, and manufacturers to provide the single source of ESG intelligence they need to accelerate business and industry transformation.

Through strategic and meaningful customer relationships, Worldly provides key insights around supplier performance, product impact, trends analysis, and compliance. When a company wants to change how business is done, we enable that systemic shift.

Backed by a dedicated global team of individuals aligned by values, Worldly proudly operates as a public benefit corporation with backing from mission-aligned investors. Want to learn more? Read our story http://worldly.io/about.

ABOUT THE ROLE

Worldly tools are at the core of how the apparel and footwear industry integrates sustainability goals and targets and reports on these, whether in sustainability reports or through transparency programs. In this role, you’ll be a key member of the Education team at Worldly. You will serve as the lead resource for training and sustainability expertise for Worldly platform users and help to build and support our rapidly expanding user base.

Reporting to the Senior Director, US, this role is responsible for building, organizing, and maintaining the company’s centralized knowledge resources. This role ensures that customers have access to accurate, up-to-date information that communicates the value of our tools and drives our mission. The Knowledge Manager collaborates closely with subject matter experts across the organization to capture knowledge, structure it effectively, and continuously improve knowledge accessibility and usability.

You’ll help inspire innovative solutions across our broader customer portfolio, collaborate with potential partners to enhance our educational content, and you'll bring programmatic structure to how we scale our work with others.

WHAT YOU'LL DO

- Curate, organize, and maintain Worldly's help center and knowledge base to ensure accurate and easily accessible information for customers.

- Act as a subject matter expert for the Worldly platform and related methodologies, working closely with the Growth and Product teams to articulate the functionalities and value of the Worldly platform.

- Define and execute knowledge management strategy aligned with business goals and customer experience objectives.

- Manage communication with partner organizations such as Cascale to ensure that updates to Higg Index tools are communicated to customers and education content is kept up to date

- Cross-functional collaboration with all internal teams, including Sustainability, Marketing, Sales, Partnerships, etc., to collect and document product knowledge

- Optimizing Worldly AI Assistance capabilities by owning the creation, editing, and management of all knowledge base articles.

- Leverage AI tools (e.g., Claude, ChatGPT) to scale content creation and updates as well as create AI-assisted workflows for ensuring consistency and accuracy.

- Champion a culture of customer and partner success in which every customer or partner interaction is an opportunity to solve problems and strengthen the relationship with the customer

- Owns end-to-end translation management for knowledge base documentation using Lokalise across 8 languages

- Occasional travel for team off-sites or customer trainings

WE'D LIKE TO SEE

- Bachelor’s degree or equivalent work experience

- 5-7 years of experience creating content and documentation for customers, including trainings, help center articles, SOPs, FAQs, and/or internal enablement documentation.

- Knowledge of basic sustainability concepts, committed to sustainability as evidenced by your professional or life experience

- Knowledge of life cycle assessment (LCA) and/or other methodologies and tools for measuring environmental and social impact

- 2-5 years of experience with Knowledge Base or CMS platforms like Zendesk, Confluence, Hubspot, Notion, etc.

- Complex project management experience, with the ability to manage multiple customer or partner relationships simultaneously

- Experience in a technology or SaaS organization with a fast-paced, growing environment, experience at a growth-stage startup a plus

- Ideally working Eastern US or EU timezone, flexible to occasionally work early or late hours to accommodate global customer needs

- Fluency across a variety of technology tools, including project management or customer success software, such as Microsoft Office suite of tools, GSuite, Zoom, Slack, CRMs, LMSs, etc., or similar

- You thrive in fast-paced environments and are comfortable navigating ambiguity in your role. You can be scrappy when the need arises and are a committed team player.

IT HELPS IF YOU HAVE

- Master’s degree or equivalent work experience

- Experience working in the Environmental, Sustainability, and Governance (ESG) space, supply chain management, or responsible sourcing, or other related industries

- Experience creating content through a variety of mediums, including but not limited to written content, videos, images, and gifs

- Knowledge of Higg Index tools or the Worldly platform

- Knowledge of the apparel, footwear, and textile industry

WHAT WE CAN OFFER YOU

- Medical, Dental, and Vision Insurance are offered through multiple PPO options. Worldly covers 90% employee premium and 60% spouse/dependent premium.

- Company-sponsored 401k with up to 4% match for US employees.

- Incentive Stock Options.

- 100% Parental Paid Leave.

- Unlimited PTO.

- 12 paid company holidays.

LIFE AT WORLDLY

Our team is motivated to transform the way products are made. By helping our customers succeed in a new era of sustainable production, we are able to build technology that makes a difference on a planetary level.

Our team represents over 15 countries, and brings unique experiences from technology to farming to the table. Surround yourself with kind, enthusiastic, and dedicated people who put collaboration and growth at the center of our shared goals.

Benefits and Perks

- Earn a competitive salary and performance-based bonuses. Get healthcare, retirement matching, and equity for US employees.

- Use the office stipend to get the supplies you need.

- Flexible time off. Take the time you need to recharge. Our culture encourages team members to explore and rest to be their best selves.

- We're remote, not lonely. Join the culture committee, coffee chats, or a variety of other interest groups.

TRAVEL NOTICE

Roles at Worldly may require occasional travel to support business needs, including but not limited to team collaboration, customer engagement, or company events.

EQUITY STATEMENT

We believe it’s essential to reflect the diversity of those we strive to serve. True innovation happens when everyone has room at the table, including the tools, resources, and opportunity to excel. We’re dedicated to building a culturally and experientially diverse team that leads and works with empathy and respect.

COMPENSATION INFORMATION

Annual Base Salary:

- $70,000 - $80,000 USD

10% Annual Bonus Potential

Incentive Stock Option Package

Work-From-Home Stipends

*Final compensation figures will be determined based on a wide variety of factors, including experience and location. These factors will be evaluated and considered by Worldly throughout the entirety of this process.