Job Description:
The Instructional Designer / Knowledge Content Specialist is responsible for designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools.
This individual ensures that all knowledge artifacts—such as SOPs, work instructions, decision trees, and bot content—are accurate, accessible, and aligned with business processes, enabling end users to quickly find and apply the right information.
Key Responsibilities
- Process Documentation & Knowledge Development
- Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
- Translate complex workflows into clear, structured, and easy-to-follow content
- Ensure documentation aligns with process maps and operational intent
- Apply ISO-aligned document control standards (versioning, ownership, updates)
AI & Customer-Facing Content Design
- Create and optimize content for AI chatbots and virtual assistants
- Design responses that are:
- Clear and conversational
- Accurate and compliant
- Aligned with brand voice and customer expectations
- Ensure content supports self-service and first-contact resolution
Decision Tree & Guided Experience Design
- Develop decision trees, guided workflows, and troubleshooting logic
- Structure content to help agents and customers:
- Navigate complex scenarios
- Make accurate decisions quickly
- Collaborate with SMEs to validate logic and edge cases
Knowledge Strategy & User Experience
- Design content with a user-first mindset (agents, customers, partners)
- Improve findability and usability of knowledge assets
- Standardize formats, templates, and naming conventions
- Identify gaps and continuously improve knowledge effectiveness
Process-to-Content Translation Expertise
Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow.
Content Optimization & Simplification Skills
Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption).
User-Centered & AI-Ready Content Design
Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success.
Optional “Nice-to-Have” (if they ask)
- Experience with AI/chatbot content or knowledge platforms
- Portfolio or writing samples showcasing structured documentation
- Background in instructional design, technical writing, or knowledge management
- Bachelor's Degree is preferred; however, candidates with strong relevant experience may still be considered.
- 3 to 5 yrs experience
- Updated Additional Hiring Manager Insights
- Role is highly focused on Project Elevate and AI-related transformation initiatives
- Open to candidates from any industry background with strong content development and documentation expertise
- Candidates should be prepared to discuss prior writing experience and provide examples of SOPs, work instructions, process documentation, or similar structured content
- Writing samples are preferred prior to the interview and will be requested during the interview process
- Virtual interview process consisting of behavioral, experience-based, and content evaluation discussions
- Candidates may be asked to review existing documentation and explain how they would improve readability, streamline content, and enhance usability
- Experience with AI tools is beneficial; direct chatbot development experience is not required, but candidates should be comfortable discussing how AI-generated content can improve user experience
- Experience with Visio and Salesforce is preferred but not required
