Manager, Knowledge Management & Conversational AI

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