Research, write, and edit clear, actionable knowledge articles, guides, and workflows that support Operations teams in delivering efficient, high-quality service.
Translate complex, technical, or policy-driven information into clear, user-friendly content for diverse audiences.
Develop and maintain content aligned with upcoming product and program releases, ensuring Operations has the right information at the right time to support customers.
Consolidate and synthesize information from multiple products and platforms into unified, searchable, easy-to-navigate knowledge assets.
Collaborate with subject matter experts to document key procedures, best practices, and lessons learned.
Tag, classify, and maintain knowledge content using College Board’s defined metadata and governance standards to improve searchability and consistency.
Participate in routine content audits to ensure accuracy, timeliness, and lifecycle compliance.
Track and report on content health metrics such as review completion, update frequency, and accuracy scores.
Recommend and implement improvements to templates, structure, or workflows based on analytics and user feedback.
Partner with the Knowledge Manager to align content with governance policies and lifecycle workflows.
Participate in release-readiness planning to ensure that new or updated knowledge content is developed and validated prior to launches.
Ensure published knowledge content is optimized for search and accessibility.
Contribute to continuous improvement initiatives including AI-assisted authoring approaches for efficiency.
Engage in authoring communities of practice to share insights, improve standards, and strengthen the knowledge authoring discipline within Operations.

Requirements

3+ years of experience writing and editing content that explains complex processes and product functionality in simple, clear terms, ideally in an EdTech or SaaS setting.
Demonstrated exceptional writing and editing skills, with the ability to simplify complex information into clear, actionable language.
Experience with enterprise knowledge platforms (e.g., SharePoint, ServiceNow, Confluence, Salesforce Knowledge).
Familiarity with AI-assisted authoring tools or content analytics platforms.
Understanding of metadata, taxonomy, and accessibility standards.
Strong organizational skills and meticulous attention to detail.
Proven ability to collaborate effectively with subject matter experts and cross-functional teams.
Comfort working in a structured environment with defined governance and workflows.
Knowledge of usability testing, information design, or UX writing principles.
Certification or training in writing/editing, knowledge-centered service (KCS), or knowledge management frameworks.
Familiarity with Knowledge Centered Service (KCS) principles.
The ability to travel 3-5 times a year to College Board offices or on behalf of College Board business.

Benefits

Annual bonuses and opportunities for merit-based raises and promotions
A mission-driven workplace where your impact matters
A team that invests in your development and success

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

writingeditingcontent developmentknowledge managementmetadatataxonomyaccessibility standardsusability testinginformation designUX writing

Soft Skills

organizational skillsattention to detailcollaborationcommunicationanalytical skillsproblem-solvingadaptabilitycreativitytime managementcontinuous improvement

Certifications

writing/editing certificationknowledge-centered service (KCS) certificationknowledge management frameworks training