Instructional Designer / Knowledge Content Specialist

Our client, an Automotive company, is looking for an Instructional Designer / Knowledge Content Specialist for their Auburn Hills, MI location.

Responsibilities:

• Designing, structuring, and maintaining clear, user-centered process documentation and knowledge assets. This role transforms complex processes into intuitive, actionable content for both internal employees and customer-facing channels, including AI-powered tools.
• Ensures that all knowledge artifacts-such as SOPs, work instructions, decision trees, and bot content-are accurate, accessible, and aligned with business processes, enabling end users to quickly find and apply the right information.

Process Documentation & Knowledge Development

• Develop and maintain human-readable Standard Operating Procedures (SOPs) and Work Instructions (WIs)
• Translate complex workflows into clear, structured, and easy-to-follow content
• Ensure documentation aligns with process maps and operational intent
• Apply ISO-aligned document control standards (versioning, ownership, updates)

AI & Customer-Facing Content Design:

• Create and optimize content for AI chatbots and virtual assistants
• Design responses that are:
• Clear and conversational
• Accurate and compliant
• Aligned with brand voice and customer expectations
• Ensure content supports self-service and first-contact resolution
• Decision Tree & Guided Experience Design
• Develop decision trees, guided workflows, and troubleshooting logic
• Structure content to help agents and customers:
• Navigate complex scenarios
• Make accurate decisions quickly
• Collaborate with SMEs to validate logic and edge cases

Knowledge Strategy & User Experience:

• Design content with a user-first mindset (agents, customers, partners)
• Improve findability and usability of knowledge assets
• Standardize formats, templates, and naming conventions
• Identify gaps and continuously improve knowledge effectiveness

Process-to-Content Translation Expertise:

• Proven ability to take complex processes and convert them into clear, structured SOPs, work instructions, or knowledge content that are easy to follow.

Content Optimization & Simplification Skills:

• Demonstrated experience improving, streamlining, and enhancing existing documentation for clarity, usability, and efficiency (human + AI consumption).

User-Centered & AI-Ready Content Design:

• Ability to create content tailored to different audiences (agents, customers, chatbots) with a focus on usability, logical flow, and self-service success.

Requirements:

• Experience with AI/chatbot content or knowledge platforms
• Portfolio or writing samples showcasing structured documentation
• Background in instructional design, technical writing, or knowledge management
• Bachelor's Degree Required

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

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