AI-Driven Knowledge Architect - Global Support

Rippling (Netherlands); United States; On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Equity

Office-based work policy

Job summary

Rippling is seeking an AI-Native Program Manager to lead the Knowledge roadmap for our global Support organization. You will architect an internal Confluence strategy, partner with Support Leads to codify tribal knowledge, and scale processes for AI-enabled agent tools and public help articles.

You will build automated knowledge pipelines from tickets, Slack, and Jira, ensuring information stays current and AI-friendly, while measuring impact on deflection and customer satisfaction.

Qualifications

• 5–7 years in Knowledge Management, Technical Writing, Support Operations or Information Architecture at enterprise scale.
• AI-first mindset with hands-on experience using generative AI and automation.
• Ability to work solo as the roadmap builder and primary owner.
• Data literacy: measure ROI, analyze trends, and query SQL.
• Strong familiarity with Confluence, JIRA and Salesforce Knowledge.
• Experience with prompts, LLMs and AI content workflows.

Responsibilities

• Architect and overhaul internal Confluence for product, process, and policies.
• Collaborate with Support Leads to capture and structure knowledge for AI use.
• Create workflows to capture insights from tickets, Slack, and Jira into articles.
• Improve AI deflection and accuracy by optimizing content layouts and data structures.

Skills

Knowledge management

AI-first mindset

Independent operator

Data & systems literacy

Information architecture

Prompt engineering

SQL / Snowflake

Text automation / parsing

Embedding models / vector retrieval

Tools

Confluence

JIRA

Salesforce Knowledge

Job description

Rippling is seeking an AI-Native Program Manager to lead the Knowledge roadmap for our global Support organization. You will architect an internal Confluence strategy, partner with Support Leads to codify tribal knowledge, and scale processes for AI-enabled agent tools and public help articles.

You will build automated knowledge pipelines from tickets, Slack, and Jira, ensuring information stays current and AI-friendly, while measuring impact on deflection and customer satisfaction.