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About the role
Key responsibilities & impact- Own the knowledge infrastructure strategy, including architecture, consolidation, governance, and platform decisions
- Architect structured, retrievable, and reliable knowledge for human and AI consumers
- Define support competency standards from onboarding through mastery
- Own the quality system and route knowledge gaps back into the platform
- Build the release-to-readiness loop with Product and Product Ops
- Design audience-appropriate learning strategies across instructor-led, self-paced, written, video, peer, and in-workflow formats
- Build and lead the Enablement team, including hiring and capability development
- Measure specialist ramp time, performance attainment, release competency, resolution quality, and self-serve/agent-handled deflection
- Use AI to generate and maintain content, detect staleness and gaps, and automate enablement work
- Partner with AI Support, Engineering, Product, and GTM Enablement
- Report effectiveness and targeted action plans to leadership
- Report to the CX Operations Manager
Requirements
What you’ll need- 8+ years across knowledge management, support enablement, education, trust & safety, or a related function
- Experience building or leading a team and owning a system rather than a program
- Experience architecting knowledge systems serving large user and AI agent populations
- Experience with consolidation or platform migration from fragmented surfaces to one system
- Experience launching, managing, and improving knowledge or training platforms
- Data-driven approach to measuring ramp, quality, and resolution outcomes
- Strong instructional design range across multiple learning formats and audiences
- Experience with fast release cycles and rapidly evolving products and processes
- Deep familiarity with AI-assisted support workflows
- Experience building content for AI systems and people, or a clear point of view on shared knowledge bases
- Strong cross-functional partnership across Product, Engineering, AI, and GTM
- Excellent communication skills
- Bonus: experience supporting a legal, regulated, or otherwise high-stakes customer base
Benefits
Comp & perks- Equity plan
- Bonus eligibility
- Comprehensive health coverage
- Dental coverage
- Vision coverage
- Retirement benefits with 401(k) match up to 4%
- Flexible PTO
- Hybrid work model
- Reasonable accommodations for applicants with disabilities