Principal – Knowledge & AI Transformation

Blackbaud

. Develop and lead a unified knowledge strategy defining architecture, taxonomy, ownership, content standards, and lifecycle governance .

Posted 11/3/2026full-timeRemote • United StatesLead💰 $77,700 - $104,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in enterprise knowledge management, including knowledge architecture, governance, and AI-enabled transformation. Proven ability to lead strategy development and implementation while improving customer experience and operational effectiveness.

Highest-signal resume keywords

Enterprise Knowledge ManagementAI-Enabled TransformationKnowledge ArchitectureGovernance PracticesAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge TaxonomyContent Lifecycle ManagementSearch OptimizationMetadata ManagementRetrieval-Augmented Generation (RAG)Knowledge RetrievalAI Performance EvaluationContent Design for AI ConsumptionGovernance ModelsMeasurement Frameworks

Soft Skills

Influencing Senior LeadersStrategic Problem-SolvingAutonomy in Complex Environments

Tools & Technologies

Salesforce KnowledgeSharePointMicrosoft CopilotServiceNowZendesk

Certifications & Qualifications

KCS Certification

Industry Keywords

Customer Experience TransformationDigital TransformationAI EnablementKnowledge-Centered Service (KCS)Corporate Social Responsibility

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Develop and lead a unified knowledge strategy 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 for assistants, copilots, self-service, and agentic workflows
Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement
Drive AI transformation from concept through implementation and adoption
Connect transformation outcomes to customer effort, resolution effectiveness, and employee productivity
Improve knowledge health and self-service effectiveness using search behavior, content usage, case trends, customer feedback, and AI performance data
Promote Knowledge-Centered Service practices in daily work
Partner across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology
Lead change adoption for governance practices, tools, processes, and AI-enabled workflows

Requirements

What you’ll need

7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline
Demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor
Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption
Proven experience defining and leading enterprise knowledge strategy, including governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas
Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement
Applied expertise in retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance
Experience improving the quality and reliability of AI-powered experiences
Proven ability to influence senior leaders and cross-functional stakeholders without direct authority
Strong analytical and strategic problem-solving capabilities
Ability to operate with a high degree of autonomy in complex and ambiguous environments
Experience with Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms
KCS certification or comparable formal training preferred
Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus

Benefits

Comp & perks

Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program