AI Knowledge Program Manager – Support Operations

Rippling (Netherlands)

New York (NY)

On-site

USD 140,000 - 190,000

Full time

14 days+

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Job summary

Rippling is seeking an AI-Native Program Manager for its global Support Operations. You will own the internal and external Knowledge roadmap, focusing on scalable knowledge systems, AI-driven deflection, and agent‑efficacy enhancements.

You will collaborate with Support Leads to shape documentation, processes, and governance that improve customer outcomes and operational efficiency. You will oversee knowledge infrastructure (Confluence, JIRA, Salesforce Knowledge), drive content quality, and

Qualifications

5–7 years of experience in Knowledge Management or Information Architecture at enterprise scale.
Experience using generative AI/LLMs to automate knowledge workflows.
Ability to design scalable taxonomies and documentation standards.

Responsibilities

Architect the dual-purpose knowledge strategy: overhaul internal Confluence for product, process, and policies with AI-friendly templates.
Empower Support Leads as an AI knowledge consultant to map deflection opportunities and translate updates into structured docs.
Build the knowledge expansion engine: create loops for text cleaning and content generation from tickets, Slack, and Jira data.
Optimize AI deflection and accuracy by refining content layouts and data structures to reduce AI hallucinations.