Join Vacatia and Build the Knowledge That Powers Exceptional Operations
Location: Remote (US)
We9re looking for a Manager, Knowledge Operations who will serve as the central owner of operational knowledge, process documentation, and Deed Services expertise across Vacatia. This highly collaborative individual-contributor role will strengthen how teams access, share, and apply critical information while leading governance of Vesper, our company intranet and central knowledge hub.
If you thrive in dynamic, fast-paced environments and enjoy simplifying complex information, improving processes, and connecting people with the tools and knowledge they need, this is your opportunity to make a meaningful impact across Vacatia.
Your Impact - Own the end-to-end lifecycle of operational documentation, including discovery, drafting, stakeholder review, approval, publishing, version control, and ongoing maintenance.
- Lead the governance and administration of Vesper, ensuring content is organized, searchable, secure, current, and consistently presented.
- Analyze AI voice-agent interactions, escalations, and customer feedback to identify knowledge gaps and improve content across Salesforce Knowledge, NotebookLM, and related platforms.
- Facilitate cross-functional working sessions to document workflows, clarify ownership and handoffs, identify root causes, and implement practical process improvements.
- Develop SOPs, process maps, decision guides, job aids, training resources, and enablement materials that help distributed teams confidently adopt new processes and tools.
What You Bring - Five or more years of experience in operations, knowledge management, process documentation, Deed Services, real estate or timeshare operations, customer experience enablement, or a related field.
- Proven experience leading complex documentation, process-governance, or knowledge-management initiatives across multiple stakeholder groups.
- Exceptional writing, analytical, and problem-solving skills, with the ability to translate complex workflows into clear, practical resources for different audiences.
- Ability to facilitate working sessions, influence cross-functional partners, manage competing priorities, and move initiatives forward without direct authority.
- Experience with intranets, knowledge bases, or content-management platforms; familiarity with Vesper, Salesforce Knowledge, Concord, Equiant, Cloudbeds, NotebookLM, Monday.com, Linear, or Scribe is preferred.
- Experience in timeshare, hospitality, resort operations, title, deed, real estate, mortgage servicing, or another ownership-based industry is strongly preferred. Experience evaluating conversational AI performance, developing training materials, and supporting change adoption across distributed teams is also beneficial.
Join Us Join us at the start of something big. If you9re ready to transform complex operational knowledge into clear, connected, and scalable experiences, we9d love to hear from you.
