We’re looking for a Knowledge Management Program Lead to build and scale the knowledge infrastructure that powers Trust & Safety at Hinge. This is a foundational role where you’ll establish the systems, standards, and governance processes that ensure policy and operational knowledge is accurate, consistent, auditable, and accessible across internal teams, vendors, and automated systems.
This is a highly cross-functional role sitting at the intersection of T&S Operations, Education & Outreach, Policy, and Product. You’ll transform fragmented, siloed knowledge into a single source of truth that drives enforcement consistency, reduces operational risk, and sets us up to integrate AI effectively into our moderation workflows.
This role offers meaningful, direct impact on how Hinge keeps its community safe and is a strong foundation for growth in knowledge strategy, AI integration, or cross-functional program leadership.
Establish governance models for how knowledge is created, reviewed, maintained, and retired.
Design and operationalize a centralized knowledge management system that serves as the single source of truth for Trust & Safety.
Own knowledge infrastructure—including platform selection, configuration, and integrations.
Implement version controls, logging, and retrieval mechanisms within that infrastructure.
Build systems that link policy, guidance, and SOPs to prevent drift.
Develop cascading change management processes to ensure downstream updates are triggered and tracked.
Support role- and region-based access to knowledge, and align with cross-functional T&S partners on access standards and single source of truth use cases.
Build feedback intake systems that leverage QA, user behavior signals, escalations, and operational data.
Define and track program success metrics.
Continuously improve knowledge quality and discoverability based on data.
2+ years of experience in a Knowledge Management program, with a track record of building or scaling knowledge systems in complex, regulated, or operational environments.
Strong familiarity with knowledge platforms (e.g., Guru, Notion, Zendesk, CMS tools) and an understanding of their limitations.
Expertise in taxonomy design, information architecture, and content structuring strongly preferred.
Excellent communication skills—you can articulate complex concepts clearly and succinctly to stakeholders across functions and levels.
Analytically minded—you use data from a variety of sources to identify trends and drive continuous improvement.
Deeply curious and collaborative—you ask good questions, challenge assumptions, and seek out perspectives that close knowledge gaps.
Highly organized and comfortable working independently, with the judgment to escalate issues that could impact program quality or timelines.
Passionate about keeping people safe online, regardless of personal familiarity with specific regional norms or cultures.
Experience in Trust & Safety, content moderation, or platform operations.
Familiarity with AI-assisted moderation workflows and the knowledge requirements they introduce.
Background working in cross-functional environments with policy, legal, product, and vendor teams.
Experience supporting or implementing knowledge tools for distributed or outsourced operations teams.