AI Adoption & Knowledge Manager

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the knowledge base connects to Claude and other AI tools, so answers pull from accurate, current content rather than outdated copies.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

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.