Manager, CX Knowledge & Enablement

What you'll do

• Set the knowledge infrastructure strategy, including architecture, consolidation, governance, and platform decisions for human and AI use.
• Build competency, training, quality, and release-readiness programs; lead the team responsible for maintaining them.
• Use operational metrics and AI to improve content, specialist readiness, resolution quality, and support outcomes.

What they ask for

• 8+ years across knowledge management, support enablement, education, trust & safety, or a related function, including building or leading a team and owning a system.
• 4+ years managing teams in a high-volume environment serving enterprise customers.
• Experience architecting scalable knowledge systems, consolidating fragmented platforms, and launching or improving knowledge or training platforms with measurable operational results.
• Experience with AI-assisted support workflows, data-driven measurement, instructional design, and adapting content in fast release cycles.

Nice to have

• Experience supporting legal, regulated, or otherwise high-stakes customers.

Pay

$144,000 - $216,000 USD (base salary)

AI focus

Build and maintain knowledge for both people and AI systems; use AI to generate and maintain content, detect staleness and gaps from ticket signals, and automate enablement work.