Knowledge Architect
Company: The Walt Disney Company
Location: San Antonio
Posted on: April 4, 2026
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Job Description:
Job Posting Title: Knowledge Architect Req ID: 10146959 Job
Description: Disney Direct to Consumer (DTC) includes premium
streaming services with Hulu, a premium streaming service that
offers premium originals, current season TV, a massive library of
hit series and movies, and live television and Disney is the
Disney-branded streaming service featuring an incomparable
collection of content from its brands and franchises recognized and
respected all over the world including Star Wars, Marvel, Pixar,
Disney, and NatGeo. Our DTC team is looking for hardworking
team-players to join the Viewer Experience team, who will thrive
upon the legacy of Disney, and Hulu, embrace unconventional
thinking, and who are passionate about contributing to The Walt
Disney Company’s direct-to-consumer (DTC) experience through
strategic hard work and determination. Job Summary: The VX
Knowledge Management & Partner Communications organization is
seeking a Knowledge Architect who will be an essential addition to
the continued success of support for our customers and agents. As
Knowledge Architect, you will be responsible for overseeing the
optimization and organization strategy for help articles across the
Hulu and Disney internal knowledge base. You’ll analyze and drive
content audits, developing overarching UX and Information
Architecture knowledge to improve help articles to increase
customer resolutions by our agents, including optimizing content
for pertinent Gen AI agent-assist tools. You’ll also govern our
content modeling strategy to ensure articles are organized and easy
to find for internal users. On the day-to-day, you’ll collaborate
with a strong group of writers, product specialists, content
strategists, and analysts to understand service complexities,
incorporate customer insights into our optimization strategies, and
ensure we have the right information architecture to be agile and
successful. The ideal candidate for this role has a background in
digital content and UX/UI design, is skilled at working both
tactically and strategically, and has deep empathy for anyone who
just wants to unwind with some trouble-free TV time. This is a
versatile, fast-paced position, so flexibility, empathy and strong
collaboration skills are a must. Responsibilities and Duties of the
Role: Regularly synthesize and share content insights in order to
advocate for the best user experience using data, industry best
practices, and experimentation Support content audits with input
from writing team and product specialists; develop KPIs and measure
success Regularly analyze content performance and on-channel search
terms to identify content gaps and opportunities to optimize
low-performing and top-viewed content within our information
architecture, including optimization for Gen AI applications
Organize monthly content optimization meetings to share insights
and recommendations Contribute to content modeling strategy to
ensure knowledge articles are categorized in an accurate and
predictable manner, both externally and internally, including
optimization for Gen AI applications Required Qualifications:
Bachelors Degree or equivalent related experience 3 years of
experience in UX/UI design or information architecture Proven track
record of managing content projects and leading teams in a
fast-paced environment. Data-driven mindset with strong technical
acumen; experience leveraging quantitative and qualitative data to
analyze content Strong organizational and time-management skills,
with the ability to handle multiple projects simultaneously.
Experience working with NICE Expert information architecture,
Airtable, and SFMC, or similar knowledge management, database and
CRM tools Excellent writing and editing skills with the ability to
write in different styles and tones on behalf of a brand Strong
collaboration and interpersonal skills with the ability to adjust
communication style by audience Preferred Qualifications:
Experience with project management tools such as Airtable.
Knowledge of UX writing and content design principles. Strong
Understanding of DSS Products Experience with Salesforce and/or
NICE tools. Disability accommodation for employment applications
The Walt Disney Company and its Affiliated Companies are Equal
Employment Opportunity employers and welcome all job seekers
including individuals with disabilities and veterans with
disabilities. If you have a disability and believe you need a
reasonable accommodation in order to search for a job opening or
apply for a position, email Candidate.Accommodations@Disney.com
with your request. This email address is not for general employment
inquiries or correspondence. We will only respond to those requests
that are related to the accessibility of the online application
system due to a disability. The Walt Disney Company is an equal
opportunity employer. Applicants will receive consideration for
employment without regard to race, color, religion, sex, national
origin, sexual orientation, gender identity, disability or
protected veteran status. Disney champions a business environment
where ideas and decisions from all people help us grow, innovate,
create the best stories and be relevant in a constantly evolving
world. Job Posting Segment: Direct to Consumer Job Posting Primary
Business: Viewer Experience Primary Job Posting Category: Digital
Copy Employment Type: Full time Primary City, State, Region, Postal
Code: San Antonio, TX, USA Alternate City, State, Region, Postal
Code: Date Posted: 2026-04-02
Keywords: The Walt Disney Company, New Braunfels , Knowledge Architect, Design, Graphic Design & CAD , San Antonio, Texas
