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Manager, Knowledge Systems – Automation

ManagerManagerFull TimeRemoteSeniorTeam 1,001-5,000Since 1999H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

45 days ago

Salary

$101.2K - $119K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Manager, Knowledge Systems – Automation

SurveyMonkey

• Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience • Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search • Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing • Own the end-to-end process for article creation, updates, and retirement • Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses • Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps • Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change • Lead and coach technical writers and conversational designers

Job Requirements

  • 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred)
  • Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom)
  • Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus
  • Strong information architecture skills with a track record of building scalable knowledge structures
  • Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role

Benefits

  • medical, dental, vision, life, and disability insurance
  • 401(k) retirement plan
  • flexible spending & health savings account
  • paid holidays
  • paid time off
  • employee assistance program
  • other company benefits

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