Jenna Rohde
Knowledge Manager @Komoot
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WORK HISTORY
Knowledge Manager @Komoot
I drove the evolution of Knowledge Management across Support and Product functions, building scalable systems to meet the needs of 45 million global users. I focused on aligning cross-functional workflows, enabling automation, and establishing content standards through dynamic trainings that improved efficiency, localization, and customer satisfaction.Key Highlights:• Redesigned and optimized taxonomy and hierarchy for 500+ support articles across iOS, Android, and web, improving discoverability and consistency of technical information for customers and remote teams.• Developed scalable, structured content models readable by an AI chatbot and automation tools, aligned with legal, technical, data privacy and business standards.• Defined article standards and launched a training series to onboard freelance technical writers, covering structure, tagging, formatting, and localization for six core languages (EN, DE, FR, PT, ES, NL).• Partnered cross-functionally with Support, Partnerships, Localization, Product, Engineering, UX, Marketing and Monetization teams to simplify complex product and user requirements into clear, structured support articles.• Collected, synthesized and leveraged customer feedback to inform product improvements.• Audited 100% of support content using Zendesk Guide and Swifteq, analyzing macro usage and trends to identify knowledge gaps and optimize automation opportunities.• Implemented the 2025 Knowledge Management & Support Roadmap with strategic OKRs and KPIs to scale content quality and support operations, in alignment with komoot’s holistic organizational strategy.
EDUCATION
Elon University
Minor
GISMA Business School
Master of Business Administration - MBA
Elon University
Bachelor of Arts - BA
SKILLS
ABOUT JENNA ROHDE
Jenna Rohde is a highly collaborative and results driven leader with experience in global operations and compliance, international education, customer experience, multimedia production and project management. She is passionate about equipping diverse teams with the knowledge and resources they need to achieve ambitious levels of growth. Jenna is a graduate of the Elon University Communications Fellows program in North Carolina. She received a BA in Cinema & Television Arts and a minor in Spanish and graduated with Honors. She was the Vice President of Philanthropy in her sorority and used her project management and design skills to promote community support and donations to a children\'s bilingual school, mental health education, and arthritis research, to name a few causes. After graduation, Jenna’s passion for language learning led her to teach English in Madrid, Spain to both children and adults. Her years in Madrid found her seeking more opportunities to open up the world through education with EF Education First. Jenna enjoyed working across teams, products and time-zones to solve health and operational incidents that arose on international student tours. Jenna\'s top 5 Gallup CliftonStrengths are Positivity, Achiever, Woo, Arranger, and Developer. Her hobbies include using English, Spanish and German language skills to bridge cultures, running half-marathons, and baking a new pie every week. In 2024, Jenna completed her Global MBA studies at GISMA University of Applied Sciences in Potsdam, Germany. She is the prime candidate to motivate teams to achieve results, effectively meet deadlines, and provide a beautiful customer experience along the way.
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