Knowledge Owner – Dubai Careers

Job Description

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 5 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 who is driven to enhance Partner and Employee Experience while delivering measurable impact on revenue, customer satisfaction, and operational efficiency. This innovative and strategic role is pivotal within the Customer Experience Team, focused on managing, curating, and optimizing the company’s knowledge assets to support business objectives and drive results.

As a Knowledge Owner, you will oversee the creation, organization, and delivery of critical information, ensuring that all audiences—internal and external—have access to accurate, timely, and relevant knowledge. Your work will directly contribute to improved customer satisfaction by enabling faster resolution times and self-serve options, increasing first-contact resolution rates, and enhancing overall service quality.

Collaborating with cross-functional teams and stakeholders across varying levels of seniority (up to VP’s), you will identify knowledge gaps, implement effective knowledge-sharing initiatives, and establish best practices for information management. Leveraging your expertise in stakeholder engagement, project management, and industry trends, you will align knowledge strategies with business processes and organizational goals.

This role is essential to fostering a culture of continuous learning, knowledge sharing, and operational excellence, ultimately driving revenue growth through improving customer satisfaction,, reducing costs by empowering customer self-service and reducing dependency on support channels, and ensuring long-term success for the organization

Key Responsibilities

Desired Qualification

Knowledge Owner

Maintain High-Quality, Accessible Knowledge Base

Continuously curate, enhance, and optimize content to maintain accuracy, relevance, and accessibility for diverse skill levels, establishing the knowledge base as a trusted and indispensable information resource. Leverage strong analytical, organizational, and communication skills to conduct regular content audits, aligning materials with evolving business priorities. Ensure all content remains intuitive, searchable, and user-centric, effectively serving the needs of internal stakeholders and external audiences alike.

Targeted Knowledge Delivery and Application

Strategically deliver information to targeted audiences, ensuring timely and effective application in daily business operations. Utilize strong collaboration, communication, and problem-solving skills to identify information gaps and partner with departments to bridge them. Drive the flow of critical knowledge to the right teams at the right time, empowering them to make informed decisions and achieve impactful outcomes.

Cross-Functional Collaboration

Collaborate seamlessly with internal stakeholders (up to VP’s), trainers, curriculum developers, and subject matter experts to drive the development and refinement of products, features, and services. Leverage exceptional interpersonal, project management, and organizational skills to facilitate clear communication and cross-functional collaboration. Ensure knowledge materials are accurate, up-to-date, and tailored to meet the diverse needs of multiple departments, aligning with organizational goals and priorities.

Business Readiness Alignment

Leverage the Business Readiness methodology to maintain strong connections with key departments, including Product, Sales, and Operations, ensuring seamless updates on product features, processes, tariffs, segmentation, and other critical information. Apply exceptional communication, organizational, and change management skills to establish clear, efficient processes for integrating updates into the knowledge base. Ensure teams remain consistently informed, aligned, and empowered to adapt to business developments, driving operational excellence, customer satisfaction, and revenue growth.

Establish Writing and Documentation Standards

Establish and enforce robust documentation standards grounded in knowledge base best practices to ensure consistency, clarity, and professionalism across all written materials. Utilize expertise in technical writing, attention to detail, and quality assurance to develop guidelines that promote high-quality, user-centric content. Regularly review and refine these standards to adapt to evolving business needs, ensuring materials remain accessible, accurate, and easy to understand for diverse audiences, driving enhanced customer satisfaction and internal efficiency.

Develop Customer Self-Service Tools

Develop and continuously enhance resources, including a dynamic knowledge base and comprehensive FAQs, to empower customer self-service and reduce dependency on support channels. Apply strong content strategy, user experience design, and analytical skills to create tailored, intuitive materials that enable customers to resolve issues independently. Optimize content for accessibility and searchability, ensuring customers can quickly and efficiently find answers to common questions, ultimately improving customer satisfaction, reducing support costs, and driving operational efficiency.

Learning Management System (LMS) Configuration and Adaptation

Manage the LMS to align with organizational needs, ensuring effective training delivery and seamless knowledge sharing. Apply expertise in system configuration and design to enhance usability, engagement, and impact.

Standardise Reporting for Knowledge Base Performance

Design and maintain standardized reporting tools to measure the effectiveness and usage of the knowledge base, leveraging analytical and problem-solving skills to identify improvement opportunities. Utilize key metrics and user feedback to optimize content, drive engagement, and ensure continuous refinement of the knowledge base for maximum impact and efficiency.

Facilitate Knowledge Sharing and Training Sessions

Facilitate sessions to share knowledge, updates, and product developments with key teams, particularly within Commercial and Customer Experience. Serve as a liaison for effective knowledge transfer, ensuring that all updates and releases are communicated clearly and promptly to the appropriate stakeholders. Leverage strong communication, collaboration, and organizational skills to enhance information flow and support informed decision-making.

Bachelor’s Degree: in education, business, human resources, information technology, or related field
Familiarity knowledge and understanding of LMS & Zendesk (including Guide) systems
Familiarity with Microsoft Windows & G-Suite
Excellent English & Arabic language skills
Preferred: HTML, CSS & JavaScript skills

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 Guiding Principles

Think Future First
Data Beats Opinions, Speed Beats Perfection
Optimise for Impact
No Ostriches Allowed
Our People, Our Power
The Biggest Risk is Taking no Risk at All