AI-Driven Knowledge Transformation Leader

Blackbaud Solutions India Private Limited; United States; A distancia; USD 78.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness Programs

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Donations for Doers

Pet insurance, legal and identity保护

Tuition reimbursement program

Descripción de la vacante

Blackbaud in the United States seeks a senior leader to shape enterprise knowledge strategy and AI-enabled transformation across customer success, support, enablement, and product teams. You will define architecture, governance, taxonomy, and lifecycle standards while building AI-ready knowledge to improve self-service, search quality, and worker productivity.

The role emphasizes measurable outcomes, responsible AI governance, and collaboration with cross-functional leaders to drive

Formación

• 7+ years in enterprise knowledge management, CX transformation, or AI enablement with leadership exposure.
• Deep expertise in knowledge architecture, taxonomy, metadata, governance, and lifecycle management.
• Proven experience defining enterprise knowledge strategy and governance models across functions.
• Experience leading AI-enabled transformation from strategy through adoption and measurement.
• Knowledge-Centered Service certification preferred; training in enterprise knowledge practices.

Responsabilidades

• Develop and lead a unified knowledge strategy with architecture, taxonomy, ownership, content standards, and lifecycle governance.
• Establish content standards, governance, taxonomy, metadata, ownership, and lifecycle management processes.
• Build AI-ready knowledge with standards for structure, source authority, retrieval quality, and evaluation for AI-enabled workflows.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, and discovery.
• Drive AI transformation from concept to implementation, linking outcomes to customer effort and employee productivity.
• Improve knowledge health and self-service effectiveness using search behavior, content usage, and feedback.
• Promote Knowledge-Centered Service practices and integrate knowledge capture into daily work.
• Influence knowledge-first ways by partnering with Customer Success, Support, Enablement, and Product.
• Lead change adoption for governance, tools, and AI-enabled workflows.

Conocimientos

Knowledge management

AI enablement

Strategy

Change management

Stakeholder influence

Leadership

Analytics

Herramientas

Salesforce Knowledge

SharePoint

Microsoft Copilot

ServiceNow

Zendesk

Descripción del empleo

Blackbaud in the United States seeks a senior leader to shape enterprise knowledge strategy and AI-enabled transformation across customer success, support, enablement, and product teams. You will define architecture, governance, taxonomy, and lifecycle standards while building AI-ready knowledge to improve self-service, search quality, and worker productivity.

The role emphasizes measurable outcomes, responsible AI governance, and collaboration with cross-functional leaders to drive