Who we are
The Customer Experience (CX) Enablement team provides resources and assistance to enable the CX organization and Mindbody customers to optimize their potential in their role at the company and/or leveraging the software.

The Role You'll Play
As the Manager of Knowledge Management, you’ll lead a team of technical writers to deliver clear, scalable, and impactful knowledge resources that empower our customers and teams. You’ll set the vision for how information is created, maintained, and discovered, while leveraging AI and data-driven insights to optimize knowledge systems. This role is equal parts strategist, coach, and innovator, driving efficiency, self-service, and product adoption across the Playlist ecosystem.

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- Build, lead, and mentor a high-performing team of technical writers in a fostering collaboration, innovation, and professional growth.
- Act as a coach and growth advocate, ensuring every team member has the support and guidance to succeed.
- Define a cohesive content strategy and governance model across Playlist’s knowledge bases and technical content.




- Implement and optimize AI tools (e.g. generative AI, ML tagging, search optimization) to streamline authoring, personalization, and discovery.
- Establish standards for content quality, taxonomy, tone, and review cycles to ensure consistent brand alignment at scale.
- Develop self-service strategies aligned with Playlist’s support cost-efficiency goals while enhancing customer experience and product adoption.
- Define and track team KPIs related to content effectiveness, knowledge health, and audience engagement
- Use analytics and feedback to identify content gaps, evaluate performance, and optimize access to information.
- Collaborate with teams, including Engineering, Customer Experience, UX, and Marketing, to align updates with product releases and process changes.
- Support system-wide initiatives such as M&A-driven; content integrations, audits, and consolidations.
- Monitor industr

📌 Manager, Knowledge Management (México)
🏢 Mindbody
📍 México