Knowledge Management Associate

Job Description

Upstart is a fast-growing company revolutionizing how people access credit. We use data science and automation to make smarter lending decisions and help borrowers access credit more easily and faster. Our Operations team is a fundamental part of our mission and growth: customers rate Upstart #1 among online lending platforms. As a Knowledge Manager, you will be a key contributor on the Operations team. You will be responsible for identifying, organizing, synthesizing, and managing operational knowledge via engaging and innovative techniques.

Here’s more about what you’ll be doing:

• Identify and classify all operational knowledge, including job aids, P&Ps, guides, training materials, eLearning modules, scripts, email templates, etc.
• Partner with subject matter experts to update knowledge to be accurate and concise, including editing, adding, or removing information as needed
• Research and implement a new knowledge management system that improves information organization and drives higher user engagement and satisfaction
• Design and implement cross-functional knowledge approval processes
• Manage ongoing maintenance of all operational knowledge and drive continuous improvement within the knowledge management space
• Identify other knowledge management needs (technical writing, instructional design, etc.)
• Mentor other employees who are supporting knowledge management initiatives

The ideal candidate has:

• 3+ years of experience in knowledge management, program and/or project management, learning and development, content creation, and/or other relevant areas. People management experience is a plus.
• Passionate about learning and implementing knowledge management methodologies and tools
• A deep respect for every individual and the ability to adapt to different preferred learning styles.
• Talented at collaborating cross-functionally: you’re proactive and persuasive in your work with other teams.
• Experience with fast-paced environments: you have implemented high-quality solutions quickly amid ambiguity.
• BA/BS degree or industry-approved knowledge management certifications
• Experience in a regulated environment within financial services, loan underwriting, credit analysis, customer service, consumer lending, personal banking, or other similar functions preferred, but not required