Knowledge & AI Service Lead

PenFed Credit Union; San Antonio (TX); Hybrid; USD 69,000 - 140,000; Full time

Benefits offered by this job

Health plan

401(k) match

Education assistance

Parental leave

Volunteer opportunities

Job summary

PenFed Credit Union is hiring a Hybrid Manager, Knowledge & AI Service to drive knowledge strategy, AI-enabled support experiences, and information architecture across multiple locations including San Antonio, TX. The role emphasizes governance, lifecycle management, and readiness for AI tools and agent‑assist capabilities.

The position reports on content governance, knowledge optimization, and stakeholder collaboration while mentoring staff and ensuring compliance with policies and laws.

Qualifications

• Bachelor's Degree in a related field preferred.
• Minimum 2–3 years in a supervisory role.
• Minimum 6–7 years of content management system experience.
• Minimum 2–3 years of AI-enabled platforms or agent‑assist tools experience preferred.
• Practical Knowledge Management concepts are required.
• Experience with NLP, conversational AI, or AI knowledge retrieval preferred.

Responsibilities

• Lead roadmap, governance, and continuous improvement of AI-enabled knowledge and digital service tools.
• Design, implement, and manage scalable KM and AI-support solutions.
• Develop and coach team members delivering content across PenFed platforms.
• Coordinate with stakeholders to define content requirements and support AI tool rollout.
• Stay updated on digital service and AI governance practices and translate into practical recommendations.

Skills

Knowledge management

AI-tools

Content governance

Team leadership

Decision making

Education

Bachelor's Degree in a related field

Tools

Salesforce

Knowledge Management systems

Job description

PenFed Credit Union is hiring a Hybrid Manager, Knowledge & AI Service to drive knowledge strategy, AI-enabled support experiences, and information architecture across multiple locations including San Antonio, TX. The role emphasizes governance, lifecycle management, and readiness for AI tools and agent‑assist capabilities.

The position reports on content governance, knowledge optimization, and stakeholder collaboration while mentoring staff and ensuring compliance with policies and laws.