Knowledge Management Specialist
As a Knowledge Management Specialist within the Customer Operations team, you will serve as a critical strategic partner across Customer Care, Risk and Payments, and Fraud Operations. This role supports a diverse set of specialized functions that are integral to our operational success.
Each team member functions as a subject matter expert (SME) across multiple domains and owns end-to-end responsibility for the design, documentation, optimization, and governance of critical operational processes. You will drive clarity, efficiency, and scalability by defining process standards, ensuring compliance, managing knowledge systems, and enabling consistent communication across functions. In this high-performance role, you are expected to make informed decisions with wide-reaching consequences and champion operational excellence through collaboration, analysis, and innovation.
- Assist in process definition, alignment, and optimization across Care, Risk and Payments Operations.
- Serve as the process owner for multiple operational workflows, driving continuous improvement and consistency.
- Make high-impact decisions regarding tooling needs, process rollout, and stakeholder alignment in cross-functional environments.
- Map and maintain end-to-end workflows with full accountability for their design, governance, and accuracy.
- Maintain and evolve a comprehensive knowledge base that supports real-time operations across multiple verticals.
- Ensure the seamless flow of accurate, up-to-date, and actionable information through standard messaging, internal documentation, and communications tools.
- Translate complex, technical processes into intuitive reference materials for diverse audiences across Operations.
- Own standard customer-facing communications for all operational teams, aligning with regulatory, tone, and brand requirements.
- Drive readiness for internal and external audits through meticulous documentation, real-time updates, and compliance tracking.
- Administer and enhance content delivery platforms (e.g., Zendesk, Teams, SharePoint) to support scale and usability.
- Partner with Strategy, Product, Tooling, Training and QA teams to influence roadmaps, test operational tools, and close the gap between process design and execution.
- Collaborate on initiatives that impact technical infrastructure, system logic, user behavior, and communication strategy.
- 2+ years of experience in operations enablement, content strategy, process design, or internal communications-preferably within regulated industries (e.g., fintech, betting, healthcare, or financial services) (required).
- Proven experience managing documentation, workflows, or knowledge bases in high-volume, high-complexity environments (required).
- Exceptional writing, editing, and content structuring skills (required).
- Communications, Technical Writing, Information Management, or related field (preferred).
- Demonstrated ability to independently own projects from strategy through execution while managing shifting priorities (required).
- Technologically adept, with experience in systems such as Zendesk, SharePoint, or WordPress; comfortable navigating tool integrations (required).
- Analytical and detail-oriented mindset, capable of interpreting operational pain points and transforming them into scalable solutions (required).
- Strong cross-functional communication and stakeholder management skills (required).
- Bilingual in English and Spanish (preferred).
- Must be able to sit or stand and operate a computer or similar device for extended periods (required).
- Ability to work in a fast-paced, rapidly evolving environment where self-direction and strong judgment are key (required).
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
- This position is also eligible for participation in a performance-based bonus plan.
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.