Our mission at HubSpot is to help millions of organizations grow better. As our People teams scale, our knowledge systems must scale with them — clearly organized, easy to navigate, and built for efficiency.

The Senior Knowledge Management Specialist will own and optimize the People Operations knowledge ecosystem. In this role, you will improve how documentation is structured, governed, and surfaced — ensuring content is accurate, accessible, and usable at scale. You’ll partner across People teams to strengthen information architecture, improve search performance, and support AI-enabled knowledge retrieval.

This is a high-impact individual contributor role for someone who thrives at the intersection of content systems, operational rigor, and structured problem-solving.

What You’ll Do

• Develop and implement a knowledge management roadmap for People Operations that improves content quality, discoverability, and usability.
• Own the People Operations knowledge lifecycle, including content organization, maintenance, audits, and retirement processes.
• Improve taxonomy, tagging, and metadata standards to enhance search performance and reduce duplication.
• Partner with functional teams to standardize documentation practices and reduce outdated or redundant content.
• Collaborate with AI, IT, and systems partners to optimize knowledge for AI-powered search and internal assistant tools.
• Improve employee self-service experiences by structuring content for clarity and relevance.
• Drive adoption of documentation standards through enablement, training, and stakeholder guidance.
• Define and track knowledge system KPIs (e.g., search success rate, content freshness, engagement metrics) and prioritize improvements based on insights.

What You’ll Bring

Required Qualifications

• 5+ years of experience in knowledge management, information architecture, content systems, enablement operations, or a related field (or equivalent experience).
• Experience improving or scaling a knowledge system within a growing organization.
• Strong understanding of taxonomy design, metadata frameworks, and content lifecycle management.
• Experience working with AI-powered search tools or optimizing content for LLM-enabled systems.
• Demonstrated ability to influence cross-functional stakeholders without direct authority.
• Strong organizational skills and operational rigor with attention to detail.
• Experience defining and using data to measure system effectiveness and drive improvements.

Nice-to-Have Qualifications

• Experience within People Operations, HR, or internal enablement environments.
• Familiarity with enterprise knowledge platforms such as Confluence, Service Now or similar CRM like Zendesk, Glean is a plus
• Experience partnering with Product, IT, or AI teams on intelligent search implementations.
• Background in change management or large-scale operational transformation initiatives.