AI-Driven Knowledge Architect, Support Operations

Rippling (Netherlands); San Francisco (CA); On-site; USD 98,000 - 164,000; Full time

Job summary

Rippling is seeking an AI‑Native Program Manager to lead a global Knowledge roadmap, improving external help center and internal Confluence for faster agent efficacy. You will drive AI‑first knowledge governance, automate content pipelines, and partner with support leads to scale deflection and accuracy.

Reporting to the Director of Support Operations, you will own end‑to‑end knowledge management, content quality, and AI readiness across external and internal knowledge assets.

Qualifications

• 5–7 years in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
• AI‑First mindset with experience using generative AI, LLMs, and automation platforms.
• Independent operator, able to own roadmap without a full development team.
• Data literacy with ability to track support metrics and SQL queries.
• Experience with Confluence, JIRA and Salesforce Knowledge.

Responsibilities

• Overhaul and organize internal Confluence for product, process, and policies; establish frameworks and templates for human readability and AI ingestion.
• Collaborate with Support Leads to map deflection opportunities and convert updates into clear docs.
• Build the Knowledge Expansion Engine to capture insights from tickets, Slack, and Jira into polished articles.
• Refine content layouts and data structures to boost AI deflection and reduce hallucinations.

Skills

Knowledge management

AI/LLM experience

Independent work

Data analysis

Technical writing

Tools

Confluence

JIRA

Salesforce Knowledge

Job description

Rippling is seeking an AI‑Native Program Manager to lead a global Knowledge roadmap, improving external help center and internal Confluence for faster agent efficacy. You will drive AI‑first knowledge governance, automate content pipelines, and partner with support leads to scale deflection and accuracy.

Reporting to the Director of Support Operations, you will own end‑to‑end knowledge management, content quality, and AI readiness across external and internal knowledge assets.