Manager, CX Knowledge & Enablement

📋 Description

• Own the knowledge infrastructure strategy end to end: architecture, consolidation path, governance
• Architect knowledge to be structured, retrievable, and reliable for both human and AI consumers
• Own the standards for support competency from onboarding through mastery
• Own the quality system as diagnostic layer, routing knowledge gaps back into the platform
• Build the release-to-readiness loop with Product and Product Ops
• Design a balanced, audience-appropriate learning strategy

🎯 Requirements

• 8+ years across knowledge management, support enablement, education, trust & safety, or related
• Demonstrated experience in architecting knowledge to be serviceable at scale
• Point of view on enablement in AI-assisted support environments
• Track record of consolidation or platform migration
• Experience launching, managing, and improving knowledge or training platforms
• Data-driven approach to measuring impact

🎁 Benefits

• $144K – $216K base salary
• Offers Equity
• Offers Bonus