Kristin Sprows

I'm a Knowledge Management and Operations Transformation professional with 25+ years of experience helping organizations improve how people, processes, knowledge, and technology work together. My background spans healthcare, SaaS, financial services, government, and customer experience operations. Organizations have often brought me in because something important needed to work better—whether that meant disconnected processes, underperforming technology, inconsistent customer experiences, or employees struggling to find the information they needed. A recent achievement I'm particularly proud of: At Safe Step, I led Knowledge Management and enablement transformation supporting an 80–100-person contact center. I helped establish a trusted knowledge environment, improve information governance, and connect onboarding, training, AI-assisted quality insights, and coaching into a more consistent, well-rounded employee experience. Example outcomes include 99% first-week engagement, 98% sustained engagement, an average of 20,000 monthly article views, increased quality scoring, decreased cancellations, and increased revenue despite a decrease in lead generation. My approach is human-first: understand how work actually happens, identify what's getting in the way, and build practical solutions that people can understand, trust, and use. I'm seeking a remote individual contributor or leadership role in Knowledge Management, Knowledge Operations, Customer Experience/Success Operations, Enablement, SaaS Implementation, Program Management, or Operational Transformation. I'm particularly interested in collaborative organizations that value continuous improvement, meaningful contributions, and sustainable ways of working.