Knowledge Management & Conversational AI Manager

Job Description

Position Summary 

We are seeking a Manager, Knowledge Management & Conversational AI who will report to the Director, Application Development & Quality Assurance to lead the strategy, optimization, governance, and performance of our digital self-service and virtual assistant platforms. 

This role will be responsible for improving self-service adoption, chatbot effectiveness, support deflection, knowledge management practices, content quality, and customer experience across support channels. The successful candidate will serve as the business owner for conversational AI and knowledge management initiatives while partnering closely with technical teams responsible for platform administration and integrations. 

The ideal candidate combines expertise in knowledge management, digital customer experience, chatbot optimization, analytics, content strategy, and stakeholder management. This individual will drive continuous improvement initiatives that reduce support effort, improve user satisfaction, and maximize return on investment from self-service technologies. 

Key Responsibilities 

Conversational AI Strategy & Optimization 

• Own the performance and continuous improvement of enterprise chatbot and virtual assistant platforms. 

• Analyse conversation trends, user behaviour, abandonment patterns, and support drivers. 

• Improve chatbot containment and support deflection rates. 

• Identify opportunities to automate common support scenarios. 

• Drive conversational design improvements and user journey optimization. 

• Evaluate emerging AI and Copilot capabilities to improve self-service effectiveness. 

• Develop chatbot governance standards, operating procedures, and success metrics. 

Knowledge Management 

• Own the enterprise knowledge management strategy for self-service and support experiences. 

• Develop and maintain content governance standards. 

• Lead knowledge article creation, review, retirement, and lifecycle management activities. 

• Ensure content remains accurate, relevant, searchable, and user-friendly. 

• Establish taxonomy, tagging, and knowledge architecture standards. 

• Partner with business teams to identify knowledge gaps and improvement opportunities. 

Analytics & Performance Management 

• Define and track key performance indicators, including:  

• Deflection Rate 

• Containment Rate 

• Search Success Rate 

• Knowledge Utilization 

• User Satisfaction 

• Content Effectiveness 

• Self-Service Adoption 

• Develop executive reporting and dashboards. 

• Present performance insights and recommendations to leadership. 

• Establish data-driven continuous improvement processes. 

Stakeholder Management 

• Partner with Technical Support, Partner Support, Operations, Product, Engineering, and Business teams. 

• Facilitate regular content review and optimization sessions. 

• Work with vendors, consultants, and platform providers to improve platform performance. 

• Build strong relationships across global business functions. 

• Serve as the primary business contact for chatbot effectiveness and knowledge management initiatives. 

Platform & Vendor Governance 

• Partner with technical teams on chatbot implementations, enhancements, and upgrades. 

• Support platform evaluations and future-state technology recommendations. 

• Participate in vendor management and roadmap discussions. 

• Ensure business requirements are translated into optimization initiatives. 

Required Experience

• 8+ years of experience in one or more of the following:  

• Knowledge Management 

• Customer Experience 

• Customer Support Operations 

• Digital Self-Service 

• Conversational AI 

• Chatbot Management 

• Service Management 

• Experience managing enterprise knowledge bases or self-service platforms. 

• Strong analytical and problem-solving capabilities. 

• Excellent written and verbal English communication skills. 

• Experience building executive presentations, dashboards, and performance reports. 

• Proven ability to influence stakeholders across technical and non-technical teams. 

• Strong content creation, editing, and information architecture skills. 

Preferred Skills

Experience with one or more of the following platforms: 

• Genesys Cloud CX 

• Salesforce Service Cloud 

• Salesforce Knowledge 

• ServiceNow 

• Zendesk 

• Freshdesk 

• Intercom 

• Microsoft Copilot Studio 

• Power Virtual Agents 

• Drift 

• Kore.ai 

• Amelia 

• LivePerson 

• Yellow.ai 

• Other conversational AI platforms 

Knowledge of: 

• Conversational Design 

• Knowledge-Centered Service (KCS) 

• Customer Support Operations 

• AI-assisted Content Management 

• Digital Customer Experience 

• Search Optimization 

• Contact Center Metrics 

Critical Success Factors 

The successful candidate will: 

• Improve chatbot deflection and containment performance. 

• Reduce support volume through better self-service experiences. 

• Increase knowledge article effectiveness and utilization. 

• Establish sustainable knowledge management governance. 

• Improve chatbot content quality and user experience. 

• Deliver measurable business outcomes through optimization initiatives. 

• Successfully support future platform migrations and technology evaluations. 

Ideal Candidate Profile 

We are looking for a candidate who has previously served in roles such as: 

• Knowledge Management Manager 

• Knowledge Program Manager 

• Conversational AI Manager 

• Chatbot Product Owner 

• Digital Self-Service Manager 

• Customer Experience Manager 

• Service Operations Manager 

• Knowledge-Centered Service (KCS) Manager 

• Customer Support Transformation Lead 

• AI Enablement Manager 

Qualifications

Bachelor's Degree in Business, Information Systems, Communications, Customer Experience, Technical Writing, or related field. 

Additional Information

It is a full-time role requiring a min of 8 hours per day with 4 hours of overlap with US hours