Where Talent Knowledge Stands Today

Across Talent, content ownership is scattered: GBPs (Global Business Practices, which are our centers of excellence) each own their own employee-facing content, and Employee Services owns their own FAQs and work instructions. Much of it lives on the Netflix Knowledge Platform (NKP), the system that hosts these sites, including the Netflix Resource Center (NRC), Talent's employee-facing intranet, with more business lines migrating over time. But the NKP doesn't belong to Talent, and a growing stack of system documentation lives outside it entirely. This role governs all of it, on the NKP and off, while our technology partner team owns the platform itself. 

This is a founding role. You'd be the first to own knowledge governance for Talent, with a genuine greenfield to shape: building the shared taxonomy, the review lifecycle, the cross-GBP forum where these groups align, and the AI-readiness plan that makes this content work with the search tools employees reach for first. You get to define what good looks like from the ground up.

The Role

This is part strategist, part librarian. You'll own the governance model, content standards, taxonomy, and indexing for Talent's knowledge estate, on the NKP and off, and you'll shape the longer-term strategy for how that knowledge supports the company at scale. Day-to-day, that means balancing hands-on knowledge operations (structure, tagging, findability) with the strategic work of defining how governance should function across Talent. You'll also be the bridge between Talent's content and the AI tools that surface it, understanding how search and retrieval consume knowledge and staying ahead of where those tools are heading so our content is built for them rather than catching up. That includes designing workflows where AI can proactively surface content gaps and produce first-draft material.

Because Talent has never had this function, a big part of the job is influence without authority: the GBP leads who own the content don't report to you, so getting standards adoption is a constant, active push. The role comes with an executive sponsor (the Talent Tech & Operations Senior Director) and a leadership-endorsed mandate, so adoption is expected and backed from above rather than something you generate alone, and part of the job is building and sustaining that senior-leader alignment as the model evolves. You'll also define and build the team this function needs, like editors and other roles as the work demands.

Responsibilities Include, But Are Not Limited To

• Design and own Talent's content governance strategy and operating rhythms: the standards, content lifecycle, longer-term vision, and the recurring reviews that keep each live NKP site's content and standards current, all applied by GBPs, their stewards, and Employee Services to their own content

• Own the taxonomy, information architecture, and indexing for the Netflix Resource Center and the wider Talent knowledge estate, so content is organized, discoverable, and usable across Talent

• Make Talent's knowledge AI-ready and keep it that way as the tools evolve: structure content (metadata, tagging, chunking, consistent Q&A formatting, no stale duplicates) for accurate retrieval, and stay ahead of how AI search consumes content so the estate is built for where those tools are heading

• Partner with GBP stewards and subject-matter experts to turn policy-heavy material into user-friendly, searchable content, through standards and feedback and by designing AI-assisted workflows that identify gaps and generate first-draft content for stewards to review and finalize, rather than authoring finished content yourself

• Take a product-minded, metrics-driven approach to content strategy: track knowledge health (search failure rate, deflection, first-contact resolution, staleness, self-service CSAT), stand up a feedback loop with employees and content owners, and use both to decide what to build, retire, or rewrite

• Revive and run the cross-GBP alignment forum, building and sustaining alignment with GBP leaders and senior stakeholders and drawing on the executive sponsor when adoption stalls

• Define and build the team this function needs (e.g., editors and other roles), scaling it as the work grows

• Act as a key stakeholder in the technology partner team's NKP roadmap, giving input on platform capabilities, user experience, and metrics so the platform supports the knowledge model

• Own the roadmap for bringing the remaining business units onto the NKP (a new site for Eyeline, and library expansions for Animation [NAS and NSA] and Inkubator), applying the model built for NRC rather than rebuilding it per site

• Design the guardrails and quality bar for AI-assisted content workflows (gap identification, first-draft generation, review routing), so any pipeline the technology partner team or a separate initiative builds meets Talent's standards for accuracy and tone before content reaches a steward for finalization

Basic Qualifications

• 8+ years in knowledge management, content strategy, information architecture, or HR/People Ops enablement, including time owning strategy rather than only executing it

• Experience building or running content governance in a federated org where you don't hold authority over the teams producing the content

• Experience building or leading a team, or standing up a new function from scratch

• A product-minded, metrics-driven approach, using search analytics, deflection, CSAT, and similar signals to drive content decisions

• Comfort with ambiguity, since this function isn't built yet and you'll be building much of it

• Experience making content AI-ready, or a track record adapting knowledge for new search and automation tools

• Experience designing AI-assisted content workflows (agents surfacing gaps or drafting content for human review), or a strong, specific point of view on how to design this well

Preferred Qualifications

• Knowledge-Centered Service (KCS) or a similar content governance framework

• Experience negotiating standards adoption with autonomous or semi-autonomous business units, not just influencing peers who share your reporting line

• Familiarity with HR Shared Services or Tier 1/2 support environments

• Experience integrating or onboarding new business units onto a shared platform or taxonomy

• Experience with internal Search Engine Optimization (SEO), Answer Engine Optimization (AEO), or optimizing content for AI-driven search and answer engines

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.