Knowledge Management Specialist II

ABOUT:

THE POSITION The Knowledge Specialist is a key player in shaping the information that powers customer

experience:

s. In this role, you’ll bring clarity and brand voice to the self-service content our customers rely on in everyday resources. You’ll evaluate priorities to bring accuracy and simplicity to the resources used by our Customer Care teams, both human and virtual. You are an expert in thoughtful wording and using visual tools to help you act as a translator, making sense of information from teams across the direct-to-consumer business.

You’ll transform complex processes into easy-to-understand knowledge, keep content fresh and easy to access during peak support season, and ensure that agents always have the right answers at the right time. HOW YOU’LL MAKE A DIFFERENCE Working at the intersection of operations, training, quality, technology, and customer insights, you’ll help close knowledge gaps, streamline workflows, and elevate the way our organization communicates.

If you love solving problems through crisp, intuitive content and thrive in a dynamic environment, this is a chance to make a visible, lasting impact on the customer’s journey. YOU HAVE Bachelor's degree in communications, Information Management, or a related field Certifications or

experience:

in key areas of consumer or contact center management Content Creation and Management: 3-5 years of

experience:

Excellent writing and editing

skills:

, with the ability to create clear, concise, and accurate content in the form of public-facing and internal documentation.

Experience:

working with AI‑assisted content, virtual agents, search optimization, or data refinement for LLMs. Communication: Strong communication

skills:

, both verbal and written, with the ability to effectively convey information to diverse audiences. Analytical

Skills:

Ability to analyze data and feedback to improve content and processes. Collaboration: Strong interpersonal

skills:

, with the ability to work effectively with cross-functional teams. Detail-Oriented: Keen attention to detail to ensure accuracy and consistency in all content. Proficiency or familiarity with HTML content creation. Technical Proficiency: 2-3 years of

experience:

and proficiency in using or managing knowledge management systems, content management systems, and other relevant tools; familiarity with Salesforce Service Console or other CRM. 1-2 years of

experience:

in contact center operations, customer service, or agent workflows. Software

Skills:

Experience:

with Miro, Airtable, Confluence, Microsoft PowerPoint, MS Word, MS Teams, Photoshop, Illustrator, Canva, and Salesforce. Bilingual or functional knowledge of Spanish and/or French. JOB CONDITIONS Typical Office: Operates in a typical office environment, routinely uses computer and other standard office equipment.

Generally sedentary for prolonged periods, may occasionally require ability to move

about:

or adjust/move items weighing up to 10 lbs. in all directions; Constantly requires collaboration and the ability to communicate with others to exchange information while in a typical office setting. Collaboration is generally conducted in person unless the role has been pre-approved for remote work. #LI-RM1 This job

description:

is not meant to be an all-inclusive list of duties and

responsibilities:

, but constitutes a general definition of the position's scope and function in the company. Columbia Sportswear Company is an equal

opportunity:

employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities.

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf. If you need reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter. At Columbia Sportswear Company, we’re proud to offer regular full-time employees a

benefits:

package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community.

Benefits:

that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services).

In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness

benefits:

, employee discounts and a generous time off program available. If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested. Founded in 1938, Columbia Sportswear Company is a global leader in designing, sourcing, marketing, and distributing outdoor and active lifestyle apparel, footwear, accessories, and equipment.

Our four primary brands — Columbia®, Mountain Hardwear®, SOREL® and prAna® — complement each other to address the diverse needs of active consumers and their products have gained an international reputation for their innovation, quality and performance. Learn more

about:

our family of brands here.