Principal – Knowledge & AI Transformation

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and spearhead a cohesive knowledge strategy that outlines architecture, taxonomy, ownership, content standards, and lifecycle governance.

• Set forth content standards, governance protocols, taxonomy, metadata, ownership, and lifecycle management methodologies.

• Create AI-ready knowledge frameworks for assistants, copilots, self-service, and agentic workflows.

• Assess opportunities to leverage AI for enhancing knowledge creation, classification, maintenance, discovery, and ongoing improvement.

• Propel AI transformation from conceptualization through execution and acceptance.

• Link transformation results to customer effort, resolution efficiency, and employee productivity.

• Enhance knowledge health and self-service efficacy by analyzing search behaviors, content usage, case trends, customer feedback, and AI performance metrics.

• Advocate for Knowledge-Centered Service methodologies in everyday operations.

• Collaborate with teams across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.

• Champion change adoption related to governance practices, tools, processes, and AI-enabled workflows.

⛳️ Requirements

• Over 7 years of relevant experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a similar field.

• Proven advancement into enterprise-level strategy and leadership as a senior individual contributor.

• Extensive expertise in enterprise knowledge management, encompassing knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI use.

• Established experience in defining and executing enterprise knowledge strategy, including governance models, standards, ownership structures, measurement frameworks, and operational practices across various functions or business areas.

• Demonstrated success in leading AI-enabled transformations from strategy to implementation, adoption, and assessment.

• Applied knowledge in retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.

• Experience in enhancing the quality and reliability of AI-driven experiences.

• Proven capability to influence senior leaders and cross-functional stakeholders without direct authority.

• Strong analytical and strategic problem-solving skills.

• Ability to function autonomously in complex and ambiguous settings.

• Familiarity with Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or similar platforms.

• KCS certification or equivalent formal training is preferred.

• Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is advantageous.

🏝️ Benefits

• 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.