Own the creation, and continuous improvement of the support knowledge base within Zendesk, ensuring our global support teams and customers have access to accurate, consistent, and easily discoverable content.
Responsibilities
Lead the end-to-end lifecycle of knowledge content - creation, review, publication, maintenance, and retirement - ensuring accuracy, consistency, and relevance across all customer-facing and internal articles.
Embed Knowledge-Centred Service (KCS) principles across the support organisation, coaching agents and team leads to capture, reuse, and improve knowledge as part of their daily workflow.
Partner with the AI and Tooling teams to ensure the knowledge base is structured, tagged, and optimised to power AI-driven capabilities such as Zendesk AI agents, generative search, and intelligent triage.
Drive self-service and deflection by improving the discoverability, quality, and customer-readiness of help centre content, directly contributing to reduced ticket volumes and faster resolution times.
Establish and monitor knowledge KPIs (e.g. article usage, deflection rates, content health, AI answer accuracy), reporting performance and insights to the Senior Operations Lead and wider leadership team.
Support web publishing strategy and administration for external and internal digital channels utilizing CMS platforms such as SharePoint Online and Sitecore.
Responsibilities
Assist in executing web publishing strategy and administration for external and internal digital channels utilizing the company’s CMS.
Support product teams with content strategy and user experience.
Manage and publish content across multiple corporate websites ensuring consistent, relevant, and timely execution.
Assist in the creation and maintenance of content authoring templates.
Partner with marketing content owners to prepare content plans and update content on websites.
Requirements
Bachelor's degree in computer science, information architecture, marketing/communications, or related fields
A Technical Product / Program Lead to build the next generation of commercial knowledge capability, moving from a traditional repository to an AI-enabled knowledge ecosystem. The role sits at the intersection of Knowledge Management, Generative AI, automation, information architecture, and technical product leadership.
Responsibilities
Define KPIs for content accuracy, freshness, ownership, review adherence, reliability and AI readiness.
Establish a baseline showing how much of current knowledge can be trusted and where intervention is required.
Measure and advance content review and governance automation, reducing manual effort.
Create actionable reporting identifying healthy, stale, unowned, or unreliable content.
Define the architecture and roadmap for agentic capabilities.
A senior individual contributor role to shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences, connecting knowledge strategy with practical AI transformation.
Compensation
The starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.
Responsibilities
Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
Requirements
Nice to have: Knowledge-Centered Service (KCS) certification
A senior individual contributor role to shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.
Compensation
The starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.
Responsibilities
Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
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