As a key member of the Global Customer Service (GCS) Enablement team, the Senior Knowledge Management Specialist will play a critical role in driving the accuracy, accessibility, and impact of StubHub’s global knowledge ecosystem. This individual will lead proactive investigations, audits, and improvement initiatives that strengthen how customer-facing and internal teams access and apply accurate guidance across all business areas. The Senior Specialist will work cross-functionally with partners in Operations, Product, Training, Fraud, Payments, Legal, ECC, and CIRT to identify and close knowledge gaps, validate content accuracy, and deliver measurable ROI through data-driven insights. Success in this role will require exceptional analytical skills, strong cross-functional collaboration, and the ability to manage multiple priorities across time zones in a fast-paced environment.

This is a full-time position, working M-F with occasional flexibility required to accommodate evenings, weekends and/or holidays based on business needs.

What You'll Do:

• Lead proactive initiatives ranging from AI tool auditing and knowledge quality tracking to workflow and policy improvement projects.
• Conduct structured investigations to identify gaps between documented workflows, leadership expectations, and actual tool behavior.
• Coordinate with stakeholders across the business to validate workflows, align expectations, and resolve inconsistencies.
• Perform regular Knowledge Base audits to ensure full coverage across contact reasons and operational processes.
• Translate investigative findings into validated, publishable Knowledge Base articles, policy guidance, and cross-functional communications.
• Use operational data (call driver volumes, QA insights, escalation patterns, SME feedback, Knowledge search data) to identify improvement opportunities, implement change, and measure ROI (resolution rate, handle time, escalation reduction).
• Support investigations, communications, and urgent knowledge updates during U.S. business hours to ensure continuity and timely execution.
• Act as a central point of contact for key stakeholders for the KM team, ensuring prompt response to information gaps or process changes.
• Track systemic issues, audit outcomes, and project metrics, providing visibility to KM leadership.
• Recommend and implement improvements to tools, workflows, and knowledge delivery systems.

Who You Are:

• Curiosity & Ownership: Eager to get into the details, explore how our products, policies, and tools work, and take full ownership of assigned investigations and improvements.
• Problem Solving: Enjoys hands-on work, identifying root causes, and developing clear, actionable solutions to complex operational problems.
• Customer Focus: Curious and empathetic toward the end-user experience—from our customers to our agents and internal teams. Cares deeply about how users encounter issues and is driven to create meaningful, data-informed changes that improve outcomes with measurable impact.
• Analytical Thinking: Uses data and feedback to guide decisions, identify patterns, and measure the impact of improvements.
• Collaboration & Communication: Communicates clearly and confidently across all levels, translating findings into actionable insights. Instinctively understands their audience and adapts communication style naturally.
• Adaptability: Thrives in a fast-paced environment, balancing short-term tasks with long-term projects and strategic goals.
• Continuous Learning: Eager to deepen understanding of our systems, processes, and policies to build stronger, more accurate resources. Acts as an early adopter of new technologies, staying aligned with industry-wide advancements to identify innovative solutions and keep StubHub’s knowledge at the leading edge.

What You've Done:

• 4–6 years of experience in Knowledge Management, Process Improvement, Operations, or Technical Writing.
• Proven ability to analyze operational data (QA, call drivers, escalations) to identify and address systemic issues.
• Strong communication and stakeholder management skills; experienced in cross-functional collaboration.
• Excellent writing and editing skills, with the ability to simplify and document complex workflows.
• Demonstrated success leading investigations or improvement projects that delivered measurable outcomes.
• Experience with content management systems (e.g., Salesforce Knowledge) and knowledge audit frameworks.
• Proficiency with reporting or data visualization tools (e.g., Tableau, SQL, Power BI) is desired.
• Background in AI content validation, auditing, or analytics is a plus.
• Bachelor’s degree in Communications, Information Systems, Technical Writing, or a related field preferred.