Knowledge Architect and Product Enablement Expert

Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Learn more about our products here: pro.doctoralia.es Why join us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. ✨ Shape the future, sustain growth – Make a difference now and build for long-term success. What you will own The structure of our product knowledge • Define and keep the content model for Docplanner product knowledge: small self-contained facts, how topics are organised, which labels and metadata we use, and what belongs to the internal knowledge base versus the external one for customers and doctors. • Set the quality standard. Every fact carries a reference to where it came from (repository, file, place in the code), so anyone can check it again later instead of trusting it blindly. • Choose one structure that works for both assistants, Kraken for customers and Noa for doctors, so we do not end up maintaining the same knowledge twice. Getting knowledge out of the code • Work directly in GitHub with read access to the monorepo and the other repositories. Find where the logic of a feature really lives, read it well enough to understand the rules and the special cases, and turn it into clear output that other people can review. • Improve the way we generate this output, so that over time fewer facts need a person to confirm them. Simplifying is key. • Protect one rule: every new or changed feature is generated from the code from day one. Older content is only redone when a release touches it, or when it is one of the most used topics in Kraken and in Customer Care. We are not going to rewrite the whole knowledge base in one big project. Our current internal knowledge base • Review what we have today, article by article, and decide what happens to each part: move it to the new structure, rewrite it, replace it with output generated from the code, or archive it because it is no longer useful. • Propose the order of that work, with clear reasons based on how much each topic is used and how often it changes, and agree with the manager of the team. • Lead the team through that work. You do not do it alone. You decide the method, you explain it, you review the result, and you keep the quality consistent across markets and people. Teaching the team to work in the new way • Bring the team from writing articles to checking facts. This is a real change in habits, and it needs to be taught. • Create the working guides, examples and short training sessions that make the new way easy to follow, and update them as the method changes. • Build new skills inside the team: how to write a small self-contained fact, how to review generated content, how to spot a knowledge gap, how to work with content that lives in a repository, and how to test an AI assistant’s answers. • Be the person the team asks when they are not sure. Answer, and then write the answer down so the next person does not have to ask. The facts that are not in the code • Identify the types of knowledge that the code simply does not contain: differences between markets and plans, the wording on screen, what the patient sees, screenshots. For each type, design a way of getting that information that we can repeat every time, together with Product Managers, Product Marketing and Product Experts. • Run the review loop with the people who own each feature. Prepare the facts in a format that a person without a technical background can confirm, correct or reject quickly. Keep track of what came back wrong, and why. Keeping knowledge up to date • Define how the knowledge stays current with dozens of releases every month: what triggers an update, who is alerted, and how fast we commit to make the change. • Warn the Help Center team when a release makes published content wrong, and be precise enough that they can fix it without reading the whole article again. Working with the rest of the chain • Product Experts feed, test and improve the internal knowledge base. You make it easy for them to give input, and you keep them in the role of people who check facts rather than write them. • The Help Center team publishes and maintains the content for customers, using your output. You own the format you hand over and the alerts you send. They own publishing. • The owners of Kraken and Noa use your output. You agree with them what they receive, and you test the quality of the assistants’ answers against a fixed list of questions. • Engineering for access to the repositories, for the monorepo migration plan, and for anything that needs to change in the code so that knowledge can be extracted from it. Qualifications What will help you thrive? • 4 to 7 years of experience in technical writing, documentation engineering, knowledge management, developer experience, solutions engineering or something comparable, with real ownership. This is not a first job in the field. • Real comfort with Git and GitHub: branches, pull requests, reading changes, finding your way around a large codebase you have never seen before, and reading code well enough to understand rules and special cases. You do not need to be a software engineer. You do need to be able to open a repository without someone sitting next to you. • Experience designing content structures: small self-contained pieces of content, labels and metadata, standards that you defined and then made other people follow. Markdown, YAML or JSON as formats you use every day. • Experience with documentation that lives in a repository: versioned, reviewed, and built like code, not kept in a folder of documents. • A working understanding of how AI assistants use content: how they retrieve it, why a well-written article can still produce a bad answer, and how to test the answers instead of assuming they are fine. • Proven ability to get busy experts to review facts quickly, and to design the format that makes that possible. • Experience teaching a team a new way of working, and getting it to stick. Guides, examples, sessions, patience. • The independence to build a role that has no precedent in the company: you will define it, defend its limits, and raise risks before they become blockers. • Professional English, written and spoken (any additional language is a plus; Spanish, Portuguese, Polish, Italian…) What to Expect from Our Hiring Process We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation. 2️⃣ Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with Francesca Agostini and your potential manager in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too. 3️⃣ Business Case – An exercise with preparation time, designed to understand how you approach real-life problems. You’ll walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings. 4️⃣ Additional/ Final Interview (Optional) – A final conversation with another Senior Leader or Peer from our Global Team. 5️⃣ References & Offer! Why You’ll Love It Here 💙 Global Benefits – No matter where you are, you’ll have access to: • Healthcare insurance – so you can focus on what matters. • Wellness that works for you – from gym memberships to mental health support, we’ve got you covered. • Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance. 📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave. 🚀 Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects. 🌎 A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment. ⏳ Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You’re welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna. Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role. What We Believe In At Docplanner, our values guide everything we do: 📊 Focus on results – we’re here to make an impact. 🧠 Think like an owner – take responsibility, drive outcomes. ✂️ Keep it simple, keep it lean – smart solutions over complexity. 🔊 Be respectful and radically honest – openness builds trust. 📚 Learn and be curious – growth is part of the job. Don’t just take our word for it—check out our Glassdoor to hear what our people say! _________________________________________________________________________ We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of ge