Senior Manager, AI Self-Service Content & Knowledge

What you'll do

• Own and execute the end-to-end strategy for BILL’s knowledge ecosystem across AI Support Agent, Help Center, and internal AI tools.
• Architect and refine AI-ready content structures to maximize LLM ingestion quality and RAG performance.
• Design and govern enterprise knowledge taxonomies and metadata standards to ensure accuracy and compliance.
• Implement Knowledge-Centered Service (KCS) practices for natural knowledge capture and enrichment in customer interactions.
• Define and monitor KPIs to drive continuous improvement in self-service and assisted-service outcomes.

What we're looking for

• 10+ years of leadership experience in content strategy, digital self-service, or customer experience operations.
• Minimum 3 years directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment.
• Proven track record implementing generative AI concepts and tooling at scale, including RAG architectures and LLM optimization.
• Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, and governance frameworks.
• Subject matter expertise in KCS principles with experience embedding knowledge capture into frontline workflows in AI environments.
• Ability to lead cross-functional initiatives, set vision, drive change management, and use data for prioritization and decision-making.