AI Knowledge Architect for Global Support Ops

Rippling; San Francisco (CA); On-site; USD 92,000 - 164,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Rippling, based in San Francisco, CA, is seeking an AI‑Native Program Manager to scale our global Support organization and own the internal and external Knowledge roadmap for humans and AI. You will oversee the knowledge lifecycle across Confluence, Jira, and external help centers, driving deflection and accuracy.

Collaborate with Support Leads to document updates, automate pipelines, and build AI‑ready content.

Qualifications

• 5–7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
• AI‑First Operator: proven track record using generative AI, LLMs, and automation to reduce overhead, auto‑tag docs, and orchestrate information pipelines.
• Independent Orchestrator: comfortable as the sole builder of the roadmap without an active development team.
• Data & System Literate: able to measure ROI of knowledge, analyze deflection metrics, and perform SQL queries.
• Technical Requirements: Confluence, JIRA, Salesforce Knowledge; OpenAI, Anthropic, Gemini; SQL/Snowflake; (preferable) Zapier, regex; text chunking and vector retrieval knowledge.

Responsibilities

• Architect the Dual‑Purpose Knowledge Strategy: overhaul internal Confluence for product, process, and policies; establish frameworks and templates.
• Empower Support Leads as an AI Knowledge Consultant: map deflection opportunities and translate updates into clear documentation.
• Build the Knowledge Expansion Engine: create loops for text cleaning and content generation from tickets, Slack, and Jira into articles.
• Optimize AI Deflection & Accuracy: refine content layouts, keywords, and data structures to reduce AI hallucinations and boost deflection.

Skills

Knowledge management

Technical writing

Support operations

Information architecture

AI‑first mindset

Independent work

Data & system literacy

SQL

Tools

Confluence

JIRA

Salesforce Knowledge

OpenAI

Anthropic

Gemini

Zapier

regex

Job description

Rippling, based in San Francisco, CA, is seeking an AI‑Native Program Manager to scale our global Support organization and own the internal and external Knowledge roadmap for humans and AI. You will oversee the knowledge lifecycle across Confluence, Jira, and external help centers, driving deflection and accuracy.

Collaborate with Support Leads to document updates, automate pipelines, and build AI‑ready content.