Knowledge Operations Specialist

Position Overview

Clipboard Health is seeking its first Knowledge Operations Specialist to build and maintain a robust internal knowledge ecosystem. This role is crucial for ensuring the clarity, accuracy, and effectiveness of our Standard Operating Procedures (SOPs) and other critical documentation. You will be responsible for managing and improving SOPs, providing real-time consultations to internal teams, and ensuring that all mission-critical documentation is easily understandable, even for individuals without prior healthcare experience. This position combines documentation, systems thinking, and operational triage to help teams operate more efficiently, reduce risk, and make better decisions.

About Clipboard Health

Clipboard Health is a rapidly growing Series C marketplace dedicated to empowering healthcare professionals by connecting them with facilities needing on-demand talent. We aim to lift individuals up the socioeconomic ladder by providing opportunities for career growth and financial advancement. Our app-based marketplace facilitates the booking of on-demand shifts, allowing healthcare professionals to utilize their extra time and ambition.

We are a leader in the Long Term Care vertical and are expanding into other sectors such as Dental Offices and Schools. Recognized as a YC Top Company, we operate with a global, remote team of over 600 employees. Clipboard Health has been profitable since 2022 and facilitates millions of shifts annually across the US, serving tens of thousands of healthcare professionals each year. We are looking for talented individuals to join us in our mission to serve more professionals and workplaces.

Learn more about us on our website.

Responsibilities

• SOP Management: Create, audit, and update internal SOPs and operational content to ensure clarity, accuracy, and usability.
• Consultation Handling: Triage real-time Slack consultations from internal team members (Support, CX, Ops), find answers, or identify documentation gaps.
• Root Cause Analysis & Recommendation: Investigate unclear processes, identify documentation breakdowns, and propose improvements to existing SOPs.
• Knowledge Audits: Identify and proactively clean up outdated, inconsistent, or redundant knowledge.
• User-Centric Documentation: Write SOPs that are intuitive and clear enough for individuals with zero prior context to follow successfully.
• Cross-functional Collaboration: Work closely with Subject Matter Experts (SMEs), Support, and Ops teams to gather accurate information and validate updates.

Requirements

• Experience or sound knowledge in documentation, knowledge operations, support enablement, or process improvement.
• Strong writing skills with a focus on clarity, structure, and tone, in addition to grammar.
• Proven experience writing SOPs, help articles, or internal documentation.
• Ability to follow instructions precisely and simplify complex processes into plain English.
• Detail-oriented, highly organized, and capable of managing multiple ongoing documentation tasks.

Bonus Qualifications

• Experience working in support or operations roles.
• Experience handling internal stakeholder requests.
• Comfort with tools such as Confluence, Notion, Zendesk, Google Docs, Zapier, and Jotform.

System Requirements

• 15+ Mbps wired internet connection
• CPU: Minimum i5 (8th gen or higher), AMD Ryzen 5 2000 series or higher, or Apple M1
• 12GB RAM minimum (16GB preferred)
• Noise-canceling headset
• Power backup and a quiet working environment

Why This Role Matters

This role is foundational to building Clipboard Health's documentation function. Your work will directly enhance our team's efficiency, reduce knowledge gaps, and ensure healthcare professionals receive timely and accurate service. Clear knowledge empowers fast, confident execution, making your contribution vital to our operational success.

What Success Looks Like

• Internal teams receive fast, helpful answers from your SOPs and consultation responses.
• SOPs are consistently updated, logically structured, and easy to follow.