Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity.
Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 6 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space.
As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve.
The Position
Position Title
Knowledge Owner
Reports To
Learning Experience Manager
Position Summary
As the Knowledge Owner, you will play a critical role in shaping the experiences of our partners and employees by managing and optimizing the company’s product and process knowledge assets to enable seamless information flow both internally and externally. Your contributions will directly enhance employee performance, elevate customer satisfaction, and drive operational excellence by ensuring accurate, accessible, and relevant information is readily available to support informed decision-making and impactful outcomes.
The Knowledge Owner is a strategic role within the Customer Experience Team, significantly impacting customer satisfaction, retention, and operational efficiency. This role focuses on curating and optimizing knowledge assets to enhance service quality, enable self-service, and improve resolution times. By aligning knowledge strategies with business objectives, the Knowledge Owner directly supports revenue growth, cost reduction, and long-term orgnization success.
Key Responsibilities
- Knowledge Strategy and Management:
- Implement a comprehensive knowledge management strategy that aligns with the organization’s goals and business processes.
- Advocate for knowledge management as a critical driver of organizational success and promote best practices in information management.
- Oversee the creation, organization, and maintenance of knowledge repositories to ensure the availability of accurate, timely, and relevant information.
- Business Readiness Alignment & Collaboration:
- Build strong connections with CX, Product, Sales, and Markting to ensure timely updates on product features, processes, tariffs, and critical information. Streamline processes for integrating updates into the knowledge base, keeping teams informed and aligned to support operational excellence and customer satisfaction.
- Establish and maintain effective knowledge-sharing initiatives, fostering a culture of collaboration and continuous improvement.
- Tailored Knowledge Delivery: Strategically deliver tailored knowledge to stakeholders and partners at the precise moment they need it, ensuring personalized and impactful application of the information to enhance service quality and user experience.
- Quality Assurance: Conduct regular content audits to ensure materials remain accurate, relevant, and aligned with business objectives, providing stakeholders with up-to-date and impactful resources.
- Self-Service Enablement: Design and enhance self-service tools, such as FAQs and intuitive knowledge systems, to reduce support channel dependency while driving faster resolution times, improving first-contact resolution rates, and boosting customer satisfaction.
- LMS Administration: Manage the Learning Management System (PF Academy) to ensure it supports learning needs and knowledge-sharing needs effectively.
- Stakeholder Collaboration: Work with product, sales, marketing and operations teams to identify and address knowledge gaps, ensuring alignment with business readiness initiatives.
- Standardized Documentation: Establish and enforce documentation standards to ensure consistency, clarity, and professionalism across all knowledge assets.
- Performance Reporting: Design and maintain reporting tools to measure the usage, effectiveness, and impact of knowledge initiatives and continuously refine strategies for maximum effectiveness.
- Continuous Improvement: Stay updated on industry trends and leverage insights to innovate and refine the company’s knowledge management strategies.
The Person
Desired Qualifications
- Bachelor's Degree in education, business, information technology, or a related field
- Familiarity with knowledge and understanding of LMS & Zendesk (including Guide) systems
- Excellent English & Arabic language skills
- Familiarity with Microsoft Windows & G-Suite
- Preferred: HTML, CSS & JavaScript skills
Preferred Skills
- Advanced problem-solving abilities to address complex challenges in knowledge delivery.
- Proven experience in optimizing self-service tools to improve user satisfaction and reduce operational costs.
- Technical proficiency in managing and configuring LMS platforms for maximum efficiency.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
- Strong project management skills to execute knowledge initiatives seamlessly.
- Exceptional interpersonal skills to build a collaborative and innovative environment.
Behavioral Skills
- Customer-centric mindset with a focus on delivering exceptional value.
- Adaptability to thrive in a dynamic and fast-paced environment.
- Proactive approach to identifying and resolving challenges.
- Strong teamwork and collaboration skills to achieve common goals.
- A positive and professional attitude that inspires trust and confidence.
- Commitment to continuous learning and innovation.
Property Finder Core & Leadership competencies
Core competencies
- We work as one
- We cultivate creativity and innovation
- We make an impact
- We are customer centric
- We strive for business excellence
Property Finder Principles
- Move fast and make things happen
- Data beats opinions
- Don’t confuse motion with progress
- Failure is success if we learn from it
- People over pixels
Our promise to talent
We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation.
Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth.
Overall it is a place for you to be your best self.
Property Finder Principles
- Move fast and make things happen
- Data beats opinions
- Don’t confuse motion with progress
- Failure is success if we learn from it
- People over pixels
Find us at:
Twitter
Facebook
Instagram
Linkedin
Glassdoor
