Note: The job is a remote job and is open to candidates in USA. Vacatia is an innovative hospitality company reinventing vacation rental and ownership experiences through technology, hospitality, and design. The Manager, Knowledge Operations will own operational knowledge, documentation, and Deed Services expertise while governing the Vesper intranet and improving knowledge-driven processes across cross-functional teams.
Responsibilities
- Own the end-to-end lifecycle of operational documentation, including discovery, drafting, stakeholder review, approval, publishing, version control, and ongoing maintenance
- Lead the governance and administration of Vesper, ensuring content is organized, searchable, secure, current, and consistently presented
- Analyze AI voice-agent interactions, escalations, and customer feedback to identify knowledge gaps and improve content across Salesforce Knowledge, NotebookLM, and related platforms
- Facilitate cross-functional working sessions to document workflows, clarify ownership and handoffs, identify root causes, and implement practical process improvements
- Develop SOPs, process maps, decision guides, job aids, training resources, and enablement materials that help distributed teams confidently adopt new processes and tools
Skills
- Five or more years of experience in operations, knowledge management, process documentation, Deed Services, real estate or timeshare operations, customer experience enablement, or a related field
- Proven experience leading complex documentation, process-governance, or knowledge-management initiatives across multiple stakeholder groups
- Exceptional writing, analytical, and problem-solving skills, with the ability to translate complex workflows into clear, practical resources for different audiences
- Ability to facilitate working sessions, influence cross-functional partners, manage competing priorities, and move initiatives forward without direct authority
- Experience with intranets, knowledge bases, or content-management platforms; familiarity with Vesper, Salesforce Knowledge, Concord, Equiant, Cloudbeds, NotebookLM, Monday.com, Linear, or Scribe is preferred
- Experience in timeshare, hospitality, resort operations, title, deed, real estate, mortgage servicing, or another ownership-based industry is strongly preferred
- Experience evaluating conversational AI performance, developing training materials, and supporting change adoption across distributed teams is also beneficial
Benefits
- Remote (US)
Company Overview
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