Operating Memory Lead
Embed with sales, service, and ops teams to capture tribal knowledge and turn messy workflows, transcripts, and Slack threads into structured, AI-readable operating memory, playbooks, and source-of-truth documentation.
About the job
What You'll Do
- Capture tribal knowledge — Interview operators, shadow workflows, sit with teams, and document what people "just know"
- Build operating memory — Turn transcripts, Slack threads, Looms, and one-off explanations into source-of-truth docs, decision logs, playbooks, and process maps
- Use AI as a force multiplier — Build repeatable workflows that turn raw context into decisions, owners, open loops, SOPs, training material, and product requirements
- Make meetings AI-legible — Shape conversations in real time so they produce useful artifacts: decisions, owners, definitions, edge cases, unresolved questions, next steps
- Find the edge cases — Document where workflows break: reworks, escalations, stale quotes, underwriter follow-ups, payment/binder gaps, COI delays, customer confusion
- Translate ops into product — Sit between operators and engineering. Capture what people are doing, where tools fail, what workarounds exist, what needs to be built
- Maintain the knowledge base — Keep docs current, assign owners, kill stale guidance, make sure people know where the truth lives
- Turn repeated problems into systems — If the same issue happens three times, it becomes a playbook, a QA check, a training artifact, or a product requirement
Requirements
- 2–8 years in research, product ops, knowledge management, technical writing, implementation, chief of staff work, qualitative research, instructional design, or startup operations
- Exceptional written communication
- Strong AI-tool fluency: Claude, ChatGPT, Granola, transcript workflows, structured prompting, AI-assisted synthesis
- Demonstrated ability to interview stakeholders and extract operational detail
- Ability to turn messy conversations into clear decisions, workflows, and source-of-truth documentation
- Strong information-architecture instincts
- Comfort in a fast-moving, ambiguous startup
- Based in San Francisco or willing to relocate
Nice to Have
- Experience at a high-growth startup
- Background in qualitative research, ethnography, curriculum design, or library/information science
- Experience working with sales, service, customer success, or operations teams
- Experience with RAG/search systems, data labeling, human-in-the-loop QA, or internal automation
- Experience translating operator feedback into product requirements
- Experience building internal knowledge bases in Notion, Confluence, Guru, Coda, or similar
- Experience with taxonomy, metadata, tagging, or content governance
- Experience in insurance, fintech, B2B services, or another high-volume operational environment
Skills
Claude, ChatGPT, Granola, Structured Prompting, Ai-Assisted Synthesis, Transcript Workflows, Notion, Confluence, Guru, Coda, RAG, Information Architecture, Process Mapping, Stakeholder Interviewing, Knowledge Management
Similar jobs
Product Operations jobs
Instacart
United StatesOwns the operating system for Instacart’s media organization, including planning frameworks, workflow tooling, reporting, automation, and cross-functional operating rhythms. Requires 7+ years in marketing or media operations, program management, or business operations, plus strong systems thinking and communication skills.
Commure
Mountain View, CA
Own customer implementation and go-live operations for Athelas Air (EHR), translating clinical workflows into technical requirements and scalable launch processes. The role partners across Product, Engineering, and customer-facing teams and requires 5+ years of SaaS or HealthTech operations experience.
Instacart
United States
Analyzes and improves CRM systems, workflows, data quality, and tooling for customer experience teams. The role requires a master’s degree and at least two years of CRM platform, process optimization, data management, and reporting experience.
GitLab
United StatesLeads SaaS pricing and packaging strategy across GitLab’s portfolio, including AI and usage-based offerings. The role requires strong financial modeling, analytical problem-solving, business intelligence, and cross-functional influence with senior stakeholders.
Fetch
United States
Build and operate planning, OKR, reporting, and automation systems that help Product and Marketing leaders make better decisions and scale effectively. The role requires 8+ years of cross-functional operations or program management experience, strong analytics, executive communication, and AI-enabled workflow design.