Adoption and Knowledge Manager, AI Transformation

Trustly; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible paid time off

Comprehensive medical, dental, vision,

FSA & HSA plans

Home office set-up allowance

Internet stipend

401k retirement plan match

Parental leave

Job summary

Trustly in the United States is seeking an Adoption and Knowledge Manager to drive AI-enabled adoption and build a scalable knowledge system. You will own the enablement hub, cohort rollout, and the champion network to embed AI in day-to-day workflows.

In the first two quarters you’ll lead adoption and enablement; from quarter three you’ll own the knowledge taxonomy and platform migration, ensuring current, accurate content for Claude and other AI tools.

Qualifications

• Experience running adoption or change programs through a distributed champion network.
• Experience building or restructuring a company-wide taxonomy or knowledge base.
• Experience selecting and implementing a knowledge management platform.
• Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to actually follow them.
• Experience working cross functionally to migrate content out of scattered tools and into one system.
• Experience preparing content for AI retrieval or grounding, such as metadata design or structured tagging.

Responsibilities

• Own the cohort rollout model and sequence functions by business impact rather than readiness alone.
• Own the champion network, including named owners, review cadence, and completion tracking, and build it into something that runs without you.
• Own the enablement hub and keep it scoped to what each function needs in order to change how it works.
• Convert champion and early adopter practice into reusable assets. Anything built once should be reusable by everyone.
• Design and own the taxonomy that organizes Trustly's knowledge base end to end, defining what counts as the source of truth for each domain.
• Resolve conflicting or duplicate content, and set ownership, review cadence, and update workflows so content doesn't go stale.
• Evaluate knowledge base platforms, lead the selection of the next generation tool, and lead the migration from existing systems.
• Define how the knowledge base connects to Claude and other AI tools, so answers pull from accurate, current content rather than outdated copies.
• Partner with Governance and Compliance to make sure content classification aligns with Trustly's AI in Workplace Policy, particularly around regulated records and data handling.
• Work alongside the existing Knowledge Management team so their work in US Customer Operations is extended rather than duplicated.
• Train content owners across departments and lead the communication and adoption of the rollout company wide.

Job description

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high growth environment, join us and be part of a team that's transforming the way the world pays.

ABOUT THE AI TRANSFORMATION TEAM

The AI Transformation team sits at the intersection of technology, product, and people, and is accountable for the operating leverage Trustly gains from making its processes and workflows AI native. The team partners with Customer Operations, Finance, Legal, People, and Go to Market to find the workflows where AI changes the economics, redesigns them, and proves the result in cost, cycle time, and reclaimed capacity. Every redesign carries a documented baseline and a figure Finance has validated.

ABOUT THE ROLE

As Adoption and Knowledge Manager on the AI Transformation team, you will own how AI takes hold in the way Trustly works, and the knowledge system that AI depends on. The role runs in two phases. For the first two quarters you own adoption: the cohort rollout model, the champion network, and the enablement hub that functions use to put AI into their day to day work. From the third quarter you turn to the knowledge system itself, the taxonomy, the source of truth for each domain, and the selection and implementation of the next generation knowledge base platform.

Claude and other AI tools are only as good as the content they can retrieve, and today that content sits across wikis, drives, and documents that do not always agree with each other. In your first 90 days you will take ownership of the enablement hub and the cohort rollout sequence. The champion network transfers to you after the current pilot completes its scale review, so momentum is protected through that decision.

WHAT YOU'LL DO

• Own the cohort rollout model and sequence functions by business impact rather than readiness alone.
• Own the champion network, including named owners, review cadence, and completion tracking, and build it into something that runs without you.
• Own the enablement hub and keep it scoped to what each function needs in order to change how it works.
• Convert champion and early adopter practice into reusable assets. Anything built once should be reusable by everyone.
• Design and own the taxonomy that organizes Trustly's knowledge base end to end, defining what counts as the source of truth for each domain.
• Resolve conflicting or duplicate content, and set ownership, review cadence, and update workflows so content doesn't go stale.
• Evaluate knowledge base platforms, lead the selection of the next generation tool, and lead the migration from existing systems.
• Define how the knowledge base connects to Claude and other AI tools, so answers pull from accurate, current content rather than outdated copies.
• Partner with Governance and Compliance to make sure content classification aligns with Trustly's AI in Workplace Policy, particularly around regulated records and data handling.
• Work alongside the existing Knowledge Management team so their work in US Customer Operations is extended rather than duplicated.
• Train content owners across departments and lead the communication and adoption of the rollout company wide.

WHO YOU ARE

• Experience running adoption or change programs through a distributed champion or advocate network.
• Experience building or restructuring a company wide taxonomy or knowledge base, ideally from a fragmented starting point.
• Experience selecting and implementing a knowledge management or content platform.
• Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to actually follow them.
• Experience working cross functionally to migrate content out of scattered tools and into one system.
• Experience preparing content for AI retrieval or grounding, such as metadata design or structured tagging, a strong plus.
• Background in information architecture, technical writing, or content strategy a plus.
• Familiarity with Claude or similar AI assistants and how they use connected knowledge sources a plus.

SALARY RANGES IN US-BASED ROLE POSTING

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only and do not include other perks and benefits.

WHAT WE OFFER

At Trustly, you’ll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we’re shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.