CX Knowledge Architect: Build a Scalable Knowledge System

Intermedia Lab; New York (NY); On-site; USD 136,000 - 160,000; Full time

Job summary

Notion is seeking a leader to own CX knowledge strategy and end-to-end knowledge systems globally. You will design durable information architecture, govern content, and collaborate with CX Enablement, Product Ops, QA, and Vendor Ops to ensure reliable, scalable knowledge for fast AI-assisted retrieval.

You’ll drive standardization, templates, and review paths for high-risk areas, while building modular content and supervision for content agents to maintain freshness at scale.

Qualifications

• Experience owning a end-to-end knowledge system in knowledge management, CX enablement, content ops, or adjacent roles.
• Ability to design scalable IA (taxonomy, tagging, page structures) and run governance/review models.
• Experience building durable processes that scale across many contributors.
• Proven ability to run content QA, audit cadences, and freshness programs.
• Uses qualitative + quantitative signals to focus on high-impact work and understands AI retrieval.

Responsibilities

• Own end-to-end CX knowledge as a system: improve retrieval of up-to-date knowledge to boost support quality and efficiency.
• Design and evolve information architecture across the full lifecycle: intake → draft → review → publish → maintenance → archive.
• Set quality standards + governance: templates, authoring guidelines, and review/approval paths for high-risk areas like billing, legal, security, pricing.
• Maintain accuracy + freshness at scale: expand knowledge creation and maintenance programs to prevent bottlenecks.
• Build modular, reusable knowledge: create standard sections and modules for reuse across KB and macros.
• Supervise content agents + KB automation: optimize KB for AI retrieval; implement AI-assisted content QA and gap detection.
• Partner cross-functionally for support readiness: translate decisions into support-ready guidance and KB updates.
• Measure freshness, coverage, and workflow efficiency to raise the system’s overall quality.

Skills

Program ownership

Information architecture

Systems thinking

Quality & maintenance

Data-driven prioritization

Job description

Notion is seeking a leader to own CX knowledge strategy and end-to-end knowledge systems globally. You will design durable information architecture, govern content, and collaborate with CX Enablement, Product Ops, QA, and Vendor Ops to ensure reliable, scalable knowledge for fast AI-assisted retrieval.

You’ll drive standardization, templates, and review paths for high-risk areas, while building modular content and supervision for content agents to maintain freshness at scale.