Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Knowledge Management Specialist plays a critical role in ensuring that our organization operates with clarity, consistency, and efficiency by delivering a best-in-class Knowledge Management framework that empowers our teams to perform at the highest level. This role is responsible for the governance, structure, and continuous optimization of our Knowledge Base and broader knowledge ecosystem, ensuring that all content is accurate, actionable, and aligned with operational processes, training standards, and compliance requirements. 

Essential Functions

• Own and manage the end-to-end Knowledge Management strategy, including governance, structure, and lifecycle management.
• Establish and enforce Knowledge Base standards, templates, and content governance practices.
• Create, update, and maintain knowledge articles aligned to business initiatives, system updates, and process changes.
• Ensure all knowledge content includes clear summaries, process steps, call guidance, compliance language, and supporting materials.
• Validate system workflows, screenshots, and operational accuracy of all documentation.
• Optimize content for searchability using tagging, taxonomy, and keyword strategies.
• Analyze search trends, usage data, and behavioral insights to improve knowledge accessibility and effectiveness.
• Ensure knowledge is structured for real-time usability by frontline teams during live interactions.
• Partner cross-functionally with Sales, Operations, IT, Product, Compliance, and Training to ensure alignment.
• Participate in initiative intake sessions to embed Knowledge Management requirements from inception.
• Translate business requirements and process updates into clear, actionable, user-friendly documentation.
• Identify and escalate inconsistencies, gaps, or risks in operational processes.
• Align Knowledge Base content with training materials, QA standards, and service expectations.
• Support training rollout and change management efforts through Knowledge Base readiness.
• Conduct regular audits of knowledge content to ensure accuracy, relevance, and consistency.
• Identify recurring internal questions or friction points and convert them into scalable knowledge solutions.
• Track and report on Knowledge Management performance metrics, including search effectiveness, adoption, and content utilization.
• Drive continuous improvement of knowledge content to reduce escalations, improve QA outcomes, and enhance operational efficiency.

Competency

Education

• Bachelor’s degree in Business Administration, Communications, Information Systems, Operations, or 3-5 years of relevant knowledge management experience
• Certifications in Knowledge Management, Content Strategy, or related disciplines preferred
   

Skills & Experience

• 5+ years of experience in Knowledge Management, Content Strategy, Sales Enablement, or Operational Documentation
• Proven experience building or governing enterprise Knowledge Management systems or Knowledge Bases
• Strong expertise in process documentation, workflow mapping, and structured content development
• Experience working within CRM platforms such as Salesforce
• Ability to translate complex processes into clear, concise, and actionable guidance
• Strong cross-functional collaboration experience across Sales, Operations, IT, and Compliance
• Experience optimizing content for search, usability, and performance
• Familiarity with QA frameworks, training alignment, and contact center operations preferred
• Experience in luxury hospitality, travel, or high-touch service environments preferred
• Strong analytical, organizational, and problem-solving skills
• Excellent written and verbal communication skills with an executive-level tone
• Ability to manage multiple priorities in a fast-paced, evolving environment

Work Environment

• Full-time, hybrid office environment that may require additional working hours based on business needs and project timelines
• Occasional travel as needed

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.