Manager, Knowledge Systems & Automation
Skills
- Proven knowledge management, technical documentation, or content strategy experience (5+ years)
- Experience owning a Help Center or self‑service function in SaaS
- Platform expertise with KB systems (Zendesk Guide) and CRMs (Salesforce)
- Conversational AI/chatbot experience (Ada, Intercom) and conversational design skills
- Information architecture, taxonomy, and metadata design for search/AI optimization
- Data analysis and experimentation to drive prioritization and measure impact
- Familiarity with HTML/CSS, templating, CMS, and analytics tools
- Experience implementing AI/LLM and RAG readiness for knowledge systems
Responsibilities
- Execute the self‑service roadmap for the Help Center and chatbot, balancing automation and human support to meet resolution, deflection, and CSAT targets.
- Audit and evolve information architecture, taxonomy, and metadata to optimize content for users and AI systems (LLMs, RAG, search).
- Oversee conversational design to improve intents, flows, routing, and chatbot resolution for high‑volume, low‑value contacts.
- Manage end‑to‑end content lifecycle: creation, updates, retirement; ensure accuracy, discoverability, and brand alignment.
- Design AI‑augmented workflows (drafting, translation, tagging) with human‑in‑the‑loop quality controls.
- Analyze search trends, no‑result queries, click paths, and transcripts to identify gaps and prioritize the backlog.
- Collaborate cross‑functionally with Support, Product, Engineering, and Marketing to prepare documentation and bot flows for launches.
- Lead, coach, and develop a team of technical writers and conversational designers; act as a player‑coach when needed.
Education
- Bachelor’s degree in Communications, Information Science, HCI, Technical Writing, or related field preferred
- Equivalent professional experience accepted in lieu of a degree
Benefits
- Medical, dental, and vision insurance
- Life and disability insurance
- 401(k) retirement plan
- Flexible spending & health savings accounts (FSA/HSA)
- Paid holidays and paid time off
- Employee assistance program (EAP)
- Bonuses/commissions may apply
- Company events and opportunities for in‑person collaboration
Average salary estimate
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