[Remote] Senior Manager, AI Self-Service Content & Knowledge
Note: The job is a remote job and is open to candidates in USA. reputed company is a rapidly growing Fintech company focused on empowering businesses through innovative financial tools. The Senior Manager, AI Self-Service Content & Knowledge will reputed company the strategy and execution of the company's global knowledge ecosystem, enhancing AI-enabled customer support experiences by transforming legacy documentation into an AI-optimized environment.
Responsibilities
- Own and execute the end-to-end strategy for reputed company’s dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiences
- Architect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectiveness
- Design and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthy
- Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interaction
- Define, monitor, and reputed company a robust KPI reputed company (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive reputed company improvement in self-service and assisted-service outcomes
- Orchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI 'transaction agents' launch with fully pre-ingested, production-ready knowledge
- reputed company and reputed company a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and fun
Skills
- 10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise reputed company strategy in a fast-paced SaaS or FinTech environment
- Proven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use cases
- Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and compliance
- Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically reputed company AI-assisted or automation-rich environments
- Demonstrated ability to reputed company cross-functional initiatives and teams—setting a clear vision, driving change management, communicating effectively at reputed company levels, and using data and experimentation to prioritize and reputed company decisions
Benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
Company Overview