Manager, Knowledge Management

Your Opportunity

DAFgiving360™ is an independent nonprofit organization created to increase charitable giving in the U.S. We offer a donor-advised fund program and related philanthropic tools and guidance that empower donors to incorporate charitable planning into their everyday lives and make a bigger difference in the world. Since our founding in 1999 as an 501(c)(3) public charity, DAFgiving360 donors have recommended over $50 billion in grants to more than 295,000 charities.

DAFgiving360 has entered into a services agreement with Charles Schwab & Co., Inc. for administrative and other services, including human resources. This position will be an employee of Charles Schwab & Co., Inc. and will be subject to its policies and procedures but will report to and be accountable to DAFgiving360 for day-to-day activities.

The Manager, Knowledge Management, is responsible for facilitating knowledge sharing across DAFgiving360 by ensuring that information and resources are clearly written and/or presented in a way that is understandable to employees. This involves working with employees to cultivate ownership over knowledge retention and management practices at both the individual and team level.

The Manager, Knowledge Management, supports donor-facing teams by editing existing content and drafting new content that helps teams support donors at every phase of the donor journey. This ensures support teams have the accurate information they need to deliver a best-in-class experience in a timely, efficient manner. The Manager will also:

• Follow editorial guidelines to ensure content is consistent across knowledge vehicles and discoverable by SKA, our AI assistant
  
• Participate in sprint meetings and works closely with content contributors to ensure pages are accurate
• Monitor and implement changes to forms and procedures
• Monitor and implement VOE feedback related to the knowledge center
• Support access permissions for new and existing DAFgiving360 employees
• Support KM inbox with timely and accurate responses on behalf of the Knowledge Management team
• In partnership with Compliance and Legal teams, support ongoing attestation efforts for all related content
• Support Sr. Knowledge Strategists and Managing Editor with special projects as needed, including opportunities to own projects in support of stretch goals
• Guide Sr. Managers on opportunities to close content gaps and improve the knowledge experience

What you are good at

1. Diagnostic information gathering
2. Thoroughness
3. Building collaborative relationships

What you have

Exceptional written and oral communication skills with strong attention to detail, audience needs, and style

Technical aptitude including experience working with software applications (e.g., Microsoft Suite, SharePoint) to capture organizational knowledge and present information in an easily digestible way that promotes cross-functional information sharing

Ability to work with internal stakeholders on managing requests for assistance with knowledge management needs, including conducting intake interviews to evaluate needs and set appropriate expectations

Minimum Qualifications:

Required:

• Three to five years of progressive experience in a service/operations or content production and editing environment
• Demonstrated knowledge of content development and editing best practices
• A history of building positive relationships in a complex, matrixed organization
• Strategic thinking capabilities with an ability to translate complex data into actionable content
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and service/operations systems

Preferred Qualifications:

• Experience working in a fast-paced, high-growth environment requiring adaptability and resilience
• Experience in donor-advised fund service/operations departments
• Eagerness to contribute creative ideas and challenge the status quo