Manager, Knowledge Management & Conversational AI

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.

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.

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.

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.

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.

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.

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

Conversational Design

Knowledge-Centered Service (KCS)

AI-assisted Content Management

Digital Customer Experience

Search Optimization

Contact Center Metrics

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.

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

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

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