- United States
- Senior
- $91K–$97K per year
- 5+ years
Own the knowledge management practice for Customer Success Operations, establishing governance, standards, and AI-assisted tooling to improve knowledge coverage and retrieval.
Compensation
Salary Range: 91,000-96,500
Responsibilities
- Own the knowledge management roadmap and operating model for Customer Success Operations
- Achieve and sustain knowledge coverage across support case types
- Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation
- Coordinate the design and delivery of AI-assisted tooling for knowledge creation
- Design and operate the quality framework for AI-surfaced knowledge
Requirements
- Bachelor's degree in Library and Information Science, Communications, Education, Business, or a related field
- Nice to have: Professional certification in knowledge management (KCS v6 Practices or Principles, or Certified Knowledge Manager)
- Nice to have: Experience leading an AI-assisted knowledge or content initiative end to end
- Nice to have: Experience building and maintaining dashboards and recurring reporting
- Nice to have: Experience directing distributed or contractor-based contributors