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.
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.
- Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
- Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
- 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.
- Nice to have: Knowledge-Centered Service (KCS) certification
- Nice to have: social impact
- Nice to have: corporate social responsibility
- Nice to have: nonprofit technology
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