Lead, Knowledge Management, Trust and Safety

Want to help us help others? We’re hiring!  GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010. Join us! GoFundMe is searching for a Lead, Knowledge Management on the Trust and Safety (T&S) team. T&S manages significant institutional knowledge across policy, compliance, operations, and review functions, but that knowledge needs to be centralized and systematically maintained. The Knowledge Management role will own that work: auditing what exists, closing critical gaps, and building the systems and culture that ensure T&S knowledge is captured, current, and usable at scale. This is a stewardship, intelligence and systems role, as well as a change management role. T&S handles genuinely consequential decisions at volume, and the quality of the knowledge infrastructure underneath those decisions directly affects consistency, accuracy, and the team's ability to scale. You will inherit accumulated complexity and be responsible for making sense of it. You will also be responsible for shifting how teams across T&S think about and contribute to that infrastructure, which requires influence, judgment, and persistence. The Job Audit and Triage: Conduct a structured assessment of the T&S knowledge landscape: what exists, where it lives, how current it is, and what is missing. Map the gaps between documented process and actual practice across policy, compliance, operations, and review functions. Identify contradictions between documents and prioritize remediation based on operational risk and usage frequency, not comprehensiveness. Design the Information Architecture: Build the structural foundation of the knowledge system and the logic that governs how content is organized and retrieved, to serve both findability and governance. This includes selecting and administering the tooling, setting permissions structures, and maintaining the integrity of the system as it scales. Own the Foundation: Build and maintain the frameworks that make the knowledge base coherent across teams: documentation templates by content type, versioning protocols, review cadences, content lifecycle rules including deprecation and archiving, and the quality criteria that define what publishable guidance looks like.  Oversee Downstream Propagation: Maintain a dependency map of T&S knowledge: which source documents feed which downstream artifacts, and what needs to be updated when a source changes so that stale or superseded content does not persist in active use. Capture Institutional Knowledge: Develop and run structured methods for extracting undocumented knowledge from experienced team members. This includes documentation sprints, structured interviews with subject mat...