Instructional Designer / Knowledge Content Specialist

Instructional Designer / Knowledge Content Specialist

Join our growing team working onsite in Auburn Hills, MI 48326. You will be working as an Instructional Designer / Knowledge Content Specialist responsible for designing, organizing, and maintaining clear, user-focused process documentation and knowledge assets. This role transforms complex business processes into structured, easy-to-understand content for internal users and customer-facing channels, including AI-powered knowledge experiences.

The ideal candidate has strong documentation, instructional design, or technical writing experience and can create content that improves usability, consistency, and knowledge accessibility.

Key Responsibilities

Process Documentation & Knowledge Development

• Develop and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs).
• Translate complex workflows into clear, structured, and easy-to-follow documentation.
• Ensure documentation aligns with business processes and operational objectives.
• Apply document control standards, including version management, ownership, and updates.

AI & Customer-Facing Content

• Create and optimize content for AI-powered chatbots and virtual assistants.
• Develop content that is:
  • Clear and conversational
  • Accurate and compliant
  • Consistent with brand voice and customer expectations
• Support self-service experiences and first-contact resolution through effective knowledge content.

Decision Tree & Guided Workflow Design

• Develop decision trees, guided workflows, and troubleshooting documentation.
• Structure content that enables users to:
  • Navigate complex scenarios
  • Make informed decisions efficiently
• Collaborate with subject matter experts to validate content accuracy and workflow logic.

Knowledge Strategy & User Experience

• Design knowledge content with a user-centered approach for employees, customers, and partners.
• Improve the accessibility, usability, and organization of knowledge assets.
• Standardize documentation formats, templates, and naming conventions.
• Identify documentation gaps and recommend continuous improvements.

Required Qualifications

• Demonstrated experience creating and maintaining SOPs, work instructions, process documentation, or structured knowledge content.
• Ability to translate complex processes into clear, organized, and easy-to-understand documentation.
• Experience improving existing documentation for clarity, usability, and efficiency.
• Strong written communication and content organization skills.
• Experience designing content for multiple audiences, including employees, customers, and AI-supported knowledge channels.
• Bachelor's degree preferred; equivalent relevant experience will also be considered.

Preferred Qualifications

• Experience with AI knowledge platforms or chatbot content.
• Portfolio or writing samples demonstrating structured documentation.
• Background in instructional design, technical writing, or knowledge management.
• Experience with Visio and Salesforce is preferred but not required.
• Familiarity with AI tools is beneficial.

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