CX Knowledge Architect

📋 Description

• Own end-to-end CX knowledge system.
• Design scalable information architecture (IA).
• Set templates, guidelines, and approval paths for quality.
• Maintain accuracy and freshness at scale.
• Build modular, reusable knowledge components.
• Supervise KB automation and AI-assisted QA.
• Partner cross-functionally for support readiness.
• Improve freshness, coverage, and workflow efficiency.

🎯 Requirements

• Program + system ownership of an end-to-end knowledge system.
• IA design and governance depth for scalable taxonomy and pages.
• Systems thinking to scale processes across many contributors.
• Quality and maintenance rigor: content QA, audits, freshness.
• Data-informed prioritization + AI literacy for high-impact work.

🎁 Benefits

• Competitive cash compensation, equity, and benefits.
• Equal opportunity employer with accommodations.
• Hybrid work with NYC anchor days for in-person collaboration.