Knowledge Specialist

The CJ Knowledge Specialist is a strategic, hands-on owner for our Customer Journey knowledge ecosystem. You will design and run the knowledge program that powers our associates, customers, and self-serve channels -- building the governance, tools, and content operations that reduce effort, accelerate resolution, and improve customer experience at scale.

You’ll partner closely with CJ Operations (including Management), Ops Tech, Analytics, Training, QA, Product, and Risk to align knowledge with business goals and launch initiatives that measurably move the needle.

Manila | Hybrid | Full-time

What you’ll do:

• Knowledge strategy and maintenance | Own the CJ knowledge strategy for Enterprise Services, taxonomy, and governance model (roles, workflows, review cadences, quality gates)


• Content operations and creation | Develop and maintain clear procedures, SOPs, and guides using user-friendly formats and decision trees, while creating feedback loops with associates, QA, and Training to drive continuous improvement.


• Tooling, AI, and automation | Partner with Ops Tech and Product to enhance knowledge platforms and integrations, using analytics and AI to surface answers in-flow and support chat/voice bot knowledge.


• Cross-functional delivery | Represent CJ in Enterprise-level projects by ensuring change readiness and go-live success, while driving change management, training enablement, and communications for new policies, processes, and product updates as well as solution based updated for each of our Partners.


• Associate enablement | Build assets that increase autonomy and decision-making; reduce escalations and handoffs through better guidance and tooling

For this role you are also a/an: 

• Innovative Thinker | Generates creative solutions and identifies opportunities for improvement.


• Proactive Executor | Takes initiative and drives projects to completion with minimal guidance.


• Self-Starter | Works independently, managing priorities and delivering results consistently.


• Analytical Problem Solver | Approaches challenges methodically and develop effective solutions.


• Detail-Oriented & Methodical | Ensures accuracy, consistency, and high-quality outcomes. Collaborative Team Player | Builds strong relationships and contributes effectively in cross-functional teams.


• Exceptional Communicator | Clearly conveys ideas, adapts messaging for different audiences, and influences stakeholders.


• Adaptable & Resilient | Thrives in changing environments and responds effectively to new challenges.

Who you are:

• Overall, 3 years of experience


• Native or Advanced English Proficiency | Impeccable spelling, grammar, and communication skills, both written and verbal.


• Customer Care Experience | 2 years of hands-on experience delivering exceptional customer support.


• Technical Proficiency | Skilled in MS Office, including Excel, with the ability to leverage tools efficiently.


• Clear & Persuasive Communicator | Conveys ideas effectively across teams and to customers.


• Highly Organized & Detail-Oriented | Manages multiple priorities while maintaining accuracy and quality.


• Data-Driven Content Optimizer | Uses insights and analytics to improve content and customer experiences.


• Customer-Centric Mindset | Understands and anticipates customer needs to deliver value.


• Knowledge Management Skills | Proficient in article formatting and documentation best practices.


• Research & Learning Agility | Quickly assimilates information, conducts thorough research, and applies knowledge effectively.

Not a must but a great advantage: 

• Content Writing & Editing Experience | Professional experience creating, reviewing, and refining content for clarity, accuracy, and engagement.


• Relevant Academic Background | Degree in Literature, Journalism, Technical Writing, or a related field, providing strong foundations in writing and communication.

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