Principal, Knowledge & AI Transformation

Role overview Set enterprise direction for how knowledge is created, governed, discovered, and used across customer-facing teams and AI-enabled experiences. This senior individual contributor role connects knowledge strategy with practical transformation, establishing reliable content and retrieval foundations that improve customer outcomes and employee effectiveness.

Responsibilities - Define knowledge architecture, taxonomy, metadata, ownership, content standards, and lifecycle governance across functions. - Establish standards that make knowledge trusted, discoverable, reusable, and suitable for both human use and AI systems. - Guide AI-enabled knowledge experiences, including assistants, copilots, self-service, and agent workflows; assess retrieval quality and answer accuracy. - Identify opportunities to use AI for knowledge creation, classification, maintenance, discovery, and continuous improvement. - Lead transformation initiatives from concept through implementation, adoption, and measurement against customer and employee outcomes. - Use search behavior, content engagement, support trends, customer feedback, and AI performance data to improve knowledge health and self-service. - Promote knowledge-centered practices and lead adoption of related processes, tools, and ways of working.

Requirements - At least seven years of relevant experience in enterprise knowledge management, customer experience or digital transformation, AI enablement, or a related field. - Deep expertise in knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, and self-service. - Track record defining and leading enterprise knowledge strategy, including operating models, standards, ownership, and measurement. - Experience taking AI-enabled transformation from strategy through rollout and evaluation, with measurable outcomes. - Applied understanding of retrieval-augmented generation, grounding, knowledge retrieval, response evaluation, and responsible AI governance. - Strong analytical skills and ability to influence senior leaders and cross-functional partners without direct authority. - Comfortable moving between strategic planning, program design, and hands-on execution in ambiguous environments.

Nice to have Experience with platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, or Zendesk is useful. Knowledge-Centered Service certification or comparable training, and experience in social impact or nonprofit technology, are also valued.

Benefits and work setup The workforce is remote-flexible. Benefits include medical, dental, and vision coverage, wellness programs, a 401(k) match, flexible paid time off, parental leave, tuition reimbursement, and pet, legal, and identity protection options.