Knowledge Management Senior Lead (Maternity Cover)

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing how the world moves and manages money with min fees, max ease, and full speed. The Knowledge Management Senior Lead (Maternity Cover) plays a pivotal role in executing the KM strategy within operational areas like Customer Support, reporting directly to the Head of Knowledge Management. You’ll lead a high-performing team, translate strategic initiatives into domain-specific actions, manage stakeholders, and ensure a centralized, high-quality knowledge base enables teams to scale and deliver exceptional customer service. In this maternity cover role, you’ll foster a positive environment aligned with Wise’s values, develop your team’s skills, measure success through KPIs and SLAs, and act as the go-to expert for KM topics. With a focus on operational excellence in areas like FinCrime, KYC, or Payments, you’ll drive continuous improvement, collaborate cross-functionally, and embed your team deeply into the domain. This is a 4450-5600 EUR monthly position in Tallinn, Global team, offering a chance to make a real impact on Wise’s mission. Ideal candidates are self-starters passionate about customer experience and technology, skilled in tools like Confluence, Jira, and Looker, with strong leadership and agile project management abilities.

Key Responsibilities

• Contribute to and support the Head of Knowledge Management in strategic decisions
• Turn the Knowledge Management Strategy into operational actions in assigned domain(s)
• Lead the Knowledge Management function in the assigned domain and implement future vision while meeting Operational Level Agreements
• Build and maintain a positive work environment scaling company culture and values
• Develop a high-performing Knowledge Management team, support personal growth, and motivate success
• Define operational and KM goals for leadership team and manage resources and skills
• Propose decisions for direct reports (salary raises, promotions, leave approvals) and onboard new leads
• Take ownership of implementing KM strategy and framework, build cross-team connections, and measure KPIs/SLAs
• Act as main point of contact for domain’s KM topics for internal and external parties

Required Qualifications

• Working knowledge of Atlassian Products (Confluence and Jira) or other knowledge management systems (Guru, ServiceNow, Notion, etc)
• Excellent communication and interpersonal skills, including the ability to engage effectively with individuals at all levels
• Effective stakeholder management skills and experience communicating complex technical solutions to non-technical audiences
• Understanding of Agile lifecycle, project management/execution skills and user experience design
• Outstanding organisational and planning skills with familiarity in job training processes
• Relevant experience with operational & cross-functional teams, including operational analysis and data support
• Experience with data visualisation tools (e.g., Looker) and storytelling ability with data
• Passionate about customer experience, technology, and making a difference
• Great attention to detail and domain expertise to build and maintain knowledge bases
• Self-starter with a proven track record of taking initiative

Preferred Qualifications

• Experience leading Knowledge Management in operational areas like FinCrime, KYC, or Customer Support
• Forward-thinking, original, and confident approach to problem-solving
• Ability to work globally and interpret business requirements into sustainable products

Required Skills

• Atlassian Products (Confluence, Jira)
• Stakeholder management
• Agile lifecycle and project management
• User experience design
• Data visualisation (Looker)
• Storytelling with data
• Operational analysis
• Training and onboarding
• Cross-functional collaboration
• Creative problem-solving

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.