AI-Driven Knowledge & Support Enablement Specialist

Cambridge University Press & Assessment; Manila; Hybrid; PHP 368.000 - 491.000; Vollzeit

Benefits dieser Stelle

Regular Employment on Day 1

HMO Coverage and Life Insurance on Day

Paid Annual Leaves (Vacation, Well‑be…

Vesting/Retirement package

Opportunities for career growth and发展

Access to well-being programs

Flexible schedule, hybrid work model

Collaborative, diverse culture

Zusammenfassung

Cambridge University Press & Assessment in Manila is seeking a Knowledge & AI Enablement Specialist to join our Cambridge International Customer Support AI Team. You will help shape well-governed knowledge that supports customers, colleagues, self-service, and approved AI-enabled solutions.

Reporting to the Customer Support AI Lead, you will maintain knowledge structures, collaborate with SMEs and technical teams, and contribute to content governance, self-service, and AI initiatives while

Qualifikationen

• Experience working with knowledge management platforms, customer support systems, content management systems, or similar digital technologies.
• Experience designing or maintaining knowledge structures, metadata, taxonomies, content standards, and governance processes.
• Strong analytical skills with the ability to use search, usage, and performance data to identify knowledge gaps and drive improvements.
• Experience working with subject matter experts, business stakeholders, and technical teams to deliver knowledge, self-service, or technology-enabled solutions.
• Understanding of how knowledge content supports self-service, search, and AI-enabled customer support experiences, and how content quality affects customer and colleague outcomes.

Aufgaben

• Maintain knowledge structures, ownership, review cycles, metadata, categories, and content standards.
• Make trusted information easier for customers and colleagues to find and use through self-service, search, and approved AI tools.
• Use search and knowledge-performance data to identify content gaps, outdated guidance, and issues affecting search or AI-generated answers.
• Coordinate content reviews and improvements with subject matter experts and content owners, who remain accountable for business accuracy.
• Support testing, deployment readiness, stakeholder communications, and change activities for knowledge and AI-enabled solutions.

Kenntnisse

Knowledge management platforms

Content management systems

Metadata and taxonomy design

Analytical skills

Cross-functional collaboration

Jobbeschreibung

Cambridge University Press & Assessment in Manila is seeking a Knowledge & AI Enablement Specialist to join our Cambridge International Customer Support AI Team. You will help shape well-governed knowledge that supports customers, colleagues, self-service, and approved AI-enabled solutions.

Reporting to the Customer Support AI Lead, you will maintain knowledge structures, collaborate with SMEs and technical teams, and contribute to content governance, self-service, and AI initiatives while