AI Knowledge & Adoption Manager

Trustly; United States; On-site; USD 180,000 - 240,000; 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 is seeking an Adoption and Knowledge Manager on the AI Transformation team to lead how AI takes hold in our processes and to manage the knowledge system. The role spans adoption in the initial quarters and evolves to shaping the next-generation knowledge base platform.

You will champion rollout, enablement hubs, and governance to ensure accurate, current content across domains. You’ll collaborate across Customer Operations, Finance, Legal, People, and GTM to optimize content for AI

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 or content platform.
• Comfort setting governance standards and getting teams to follow them.
• Experience migrating content from scattered tools into one system.
• Knowledge of metadata design or structured tagging is a strong plus.

Responsibilities

• Own the cohort rollout model and sequence by business impact.
• Own the champion network with named owners and review cadence.
• Own the enablement hub and tailor it to function needs.
• Convert champion practices into reusable assets.
• Design and own the taxonomy for Trustly's knowledge base.
• Resolve conflicting content and set ownership and update workflows.
• Evaluate knowledge base platforms and lead tool migration.
• Define how the knowledge base connects to Claude and AI tools.
• Partner with Governance to align content with AI in Workplace Policy.

Skills

Adoption programs

Change management

Knowledge management

Taxonomy design

Content governance

Cross-functional collab

Information architecture

Technical writing

AI knowledge sources

Job description

Trustly is seeking an Adoption and Knowledge Manager on the AI Transformation team to lead how AI takes hold in our processes and to manage the knowledge system. The role spans adoption in the initial quarters and evolves to shaping the next-generation knowledge base platform.

You will champion rollout, enablement hubs, and governance to ensure accurate, current content across domains. You’ll collaborate across Customer Operations, Finance, Legal, People, and GTM to optimize content for AI