Lead, Knowledge Management, Trust and Safety

Want to help us help others? We’re hiring!  GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010. Join us! GoFundMe is searching for a Lead, Knowledge Management on the Trust and Safety (T&S) team. T&S manages significant institutional knowledge across policy, compliance, operations, and review functions, but that knowledge needs to be centralized and systematically maintained. The Knowledge Management role will own that work: auditing what exists, closing critical gaps, and building the systems and culture that ensure T&S knowledge is captured, current, and usable at scale. This is a stewardship, intelligence and systems role, as well as a change management role. T&S handles genuinely consequential decisions at volume, and the quality of the knowledge infrastructure underneath those decisions directly affects consistency, accuracy, and the team's ability to scale. You will inherit accumulated complexity and be responsible for making sense of it. You will also be responsible for shifting how teams across T&S think about and contribute to that infrastructure, which requires influence, judgment, and persistence. The Job Audit and Triage: Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing. Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions. Identify contradictions between documents and prioritize remediation based on operational risk and usage frequency, not comprehensiveness. Design the Information Architecture: Build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved, to serve both findability and governance. This includes selecting and administering the tooling, setting permissions structures, and maintaining the integrity of the system as it scales. Own the Foundation: Build and maintain the frameworks that make the knowledge base coherent across teams: documentation templates by content type, versioning protocols, review cadences, content lifecycle rules including deprecation and archiving, and the quality criteria that define what publishable guidance looks like.  Oversee Downstream Propagation: Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts, and what needs to be updated when a source changes so that stale or superseded content does not persist in active use. Capture Institutional Knowledge: Develop and run structured methods for extracting undocumented knowledge from experienced team members. This includes documentation sprints, structured interviews with subject matter experts, and shadow sessions with reviewers and operations staff. Close the Feedback Loop: Maintain active signals from the frontline back to documentation owners. in collaboration with QA and SMEs, synthesize escalation patterns, reviewer improvisation, and recurring QA errors that show the knowledge system may be failing or need revision. Act as an early warning system for knowledge gaps before they become operational errors at scale. Own Ongoing Health: Maintain the knowledge base as a living system through scheduled content reviews with document owners, proactive identification of drift between documentation and practice, and a clear process for submitting and resolving content gaps. Enable the Team: Build strong working relationships across T&S functions to keep information flowing across teams. Each team produces and consumes knowledge differently. Your job is to design systems that serve all of them without requiring each team to manage its own silo. This includes partnering with training to translate policy and process changes into operational practice, ensuring that what gets decided at the strategy level lands correctly at the execution level across functions. Measure What Matters: Define and track metrics that surface whether the knowledge program is working: search success rates, content utilization, coverage against active policies, time-to-competency for new hires, and documentation currency. You  6-10 years experience working in knowledge management, content strategy, program management, or a closely related field, preferably within Trust and Safety. Experience in a T&S, content moderation, or platform integrity environment is a meaningful advantage. Familiarity with how policy documents, reviewer guidelines, and escalation frameworks function in practice shortens the ramp significantly. Demonstrated experience auditing and restructuring a messy knowledge environment, not just maintaining a clean one.  Comfort operating with evolving precedent and incomplete information. You can assess a complex situation, identify the most important leverage points, and move without waiting for perfect clarity. Strong cross-functional communication skills. You will need to earn buy-in from senior T&S leaders who are not knowledge management practitioners and collaborate with policy and process owners on how to structure guidance that holds up in a knowledge system. Ability to work with ambiguity, thrive in a dynamic environment with shifting priorities and quickly adapt to process and policy changes. Work well with a distributed global workforce and confidently maintain communication while working autonomously in a remote or hybrid environment. An ambitious self-starter with strong ownership and accountability. Strong attention to detail with the ability to identify inconsistencies and escalate potential risks appropriately. Fast learner who takes initiative and follows through on tasks without sacrificing quality. Excellent organizational skills, with the ability to manage competing priorities effectively. Why you’ll love it here Make an Impact : Be part of a mission-driven organization making a positive difference in millions of lives every year. Innovative Environment : Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere. Collaborative Team : Join a fun and collaborative team that works hard and celebrates success together. Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits. Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being. Growth Opportunities : Participate in learning, development, and recognition programs to help you thrive and grow. Commitment to DEI : Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups. Community Engagement : Make a difference through our volunteering program. We live by our core values: impatient to be great , find a way , earn trust every day , fueled by purpose . Be a part of something bigger with us! GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status. The annual U.S. salary range for this full-time position is $100,500 - $150,500 . The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training. Your recruiter can share more about the specific total compensation package based on your location during the hiring process. If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please fill out this accommodation form . Global Data Privacy Notice for Job Candidates and Applicants: Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here . By submitting your application, you are agreeing to our use and processing of your data as required.  Learn more about GoFundMe: We’re proud to partner with GoFundMe.org , an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘25 annual report . Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other. For recent company news and announcements, visit our Newsroom . Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Metaview as part of our hiring process for jobs in NYC and certain features may qualify it as an automated employment decision tool (AEDT), as defined by New York City Local Law 144. As part of the hiring process, we provide Metaview with job requirements and candidate submitted resumes and application materials to assist in evaluating job-related qualifications. While this tool is used to improve efficiency and support our recruiting personnel, all final hiring decisions are made by GoFundMe employees. We began using Metaview on March 10, 2026. The Metaview tool has been reviewed by an independent auditor. Results of the audit may be viewed here . The tool evaluates your professional experience, technical skills, education, and other qualifications using information collected directly from your submitted resume and application materials; all such data is retained in accordance with GoFundMe’s Personnel Privacy Notice and applicable legal requirements. If you would like to request an alternative selection process or a reasonable accommodation, please fill out this accommodation form .