Operations Knowledge Author

College Board - Operations

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).

Role Type: This is a full-time position

About the Team

College Board Operations Division is a best-in-class digital assessment delivery and customer engagement function that supports millions of students and thousands of test centers, annually. The Operations team is leading exciting work to advance customer experience using innovative solutions, emerging technologies, and integrated products to enhance the end-to-end delivery of digital assessments and all aspects of customer support. The Knowledge, Learning, & Operational Effectiveness team collaborates across all operational functions to design and deliver integrated solutions that power our core operations. Our mission is to create a connected ecosystem that supports College Board digital experiences, enabling operational efficiency and exceptional customer outcomes. From backend systems to educator-facing content, every solution we deliver is purposefully crafted to enhance the customer journey, ensuring seamless, intuitive, and impactful interactions at every stage.

About the Opportunity

The Operations Division is reimagining how knowledge supports people in the flow of their work. We’re seeking an Operations Knowledge Author to create and maintain high-quality, actionable content that equips our Operations teams to deliver efficient processes and exceptional customer experiences.

You will transform information from over 15 internal and external platforms into clear, structured knowledge that helps Operations teams support our customers throughout their journey. This includes developing and updating content in sync with planned product releases, ensuring Operations teams are ready with accurate, validated knowledge at launch.

This role applies a “knowledge-as-data” mindset—developing structured, modular content that integrates directly into operational systems, workflows, and tools, ensuring the right information is available at the right time. You’ll also help shape the future of how we create and manage knowledge—applying modern authoring techniques to increase efficiency, accuracy, and consistency at scale.

Working closely with subject matter experts, technology, program, and product management, you’ll ensure our knowledge ecosystem stays current, connected, and ready to evolve with our digital operations delivery model.

In this role, you will:

Knowledge Development and Enablement (50%)

• Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.

• Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.

• Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.

• Consolidate and synthesize information from multiple products and platforms into unified, searchable, easy-to-navigate knowledge assets.

• Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.

Content Quality, Structure and Governance (30%)

• Tag, classify, and maintain knowledge content using College Board’s defined metadata and governance standards to improve searchability and consistency.

• Participate in routine content audits to ensure accuracy, timeliness, and lifecycle compliance.

• Track and report on content health metrics such as review completion, update frequency, and accuracy scores.

• Recommend and implement improvements to templates, structure, or workflows based on analytics and user feedback

Collaboration & Continuous Improvement (20%)

• Partner with the Knowledge Manager to align content with governance policies and lifecycle workflows.

• Participate in release-readiness planning to ensure that new or updated knowledge content is developed and validated prior to launches.

• Ensure published knowledge content is optimized for search and accessibility.

• Contribute to continuous improvement initiatives including AI-assisted authoring approaches for efficiency.

• Engage in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations.

About You

• 3+ years of experience writing and editing content that explains complex processes and product functionality in simple, clear terms, ideally in an EdTech or SaaS setting.

• Demonstrated exceptional writing and editing skills, with the ability to simplify complex information into clear, actionable language.

• Experience with enterprise knowledge platforms (e.g., SharePoint, ServiceNow, Confluence, Salesforce Knowledge).

• Familiarity with AI-assisted authoring tools or content analytics platforms.

• Understanding of metadata, taxonomy, and accessibility standards.

• Strong organizational skills and meticulous attention to detail.

• Proven ability to collaborate effectively with subject matter experts and cross-functional teams.

• Comfort working in a structured environment with defined governance and workflows.

• Knowledge of usability testing, information design, or UX writing principles.

• Certification or training in writing/editing, knowledge-centered service (KCS), or knowledge management frameworks.

• Familiarity with Knowledge Centered Service (KCS) principles.

• The ability to travel 3-5 times a year to College Board offices or on behalf of College Board business.

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.

• Clear and concise communication skills, written and verbal

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success

• Authorization to work in the United States

About Our Process

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

• The hiring range for this role is $56,000-$95,000.

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data.

• We adjust salaries by location to ensure fairness, no matter where you live.

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.

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