Knowledge Strategy Lead — AI Knowledge & Content

Apply; New York, Northern (NY, KY); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Equity in the company

Medical, dental, and vision premiums

Fully paid parental leave

Commuter benefits

401(k) benefits

Monthly fitness stipend

In-office environment with open floor

Elise and the City events

Unlimited vacation and paid holidays

Relocation packages

Job summary

EliseAI ships fast, and our knowledge systems need to keep up. We’ve built pipelines that turn support tickets into knowledge and product releases into documentation, along with an AI-powered knowledge surface used daily by Support and Solutions Engineering.

Now, we need someone to own the strategy behind these systems and make them more useful as the company grows. You’ll own our customer-facing help center, internal knowledge experience, and the processes that keep both accurate and current.

Qualifications

• Experience in knowledge strategy, content operations, product operations, or a related function
• Excellent writing skills, with the ability to turn complex technical information into clear, useful content
• Strong systems thinking and an instinct to solve recurring problems through scalable processes
• Comfort using AI tools, designing prompts, and building lightweight workflows
• Ability to work effectively across Product, Engineering, Solutions, Support, and Implementation without direct authority
• Strong judgment and the ability to earn trust with senior technical and operational stakeholders
• Experience getting structured, useful input from busy subject-matter experts
• Ability to balance speed, quality, and coverage as the organization scales
• Willingness to work in person at our office 4–5 days a week

Responsibilities

• Develop and own the strategy and roadmap for EliseAI’s external and internal knowledge experiences
• Own the coverage, structure, freshness, accuracy, and findability of our customer-facing help center
• Improve the internal knowledge hub and AI answer surface used by Support and Solutions Engineering
• Partner with technical teams to strengthen the workflows that turn support tickets, product releases, and lifecycle changes into reliable knowledge
• Define and track standards for knowledge quality, coverage, usage, and adoption
• Build repeatable processes that capture knowledge from Product Managers, engineers, Solutions Engineers, and Implementation leads while it is still fresh
• Use AI tools such as Cursor and Claude Code to design prompts, prototype workflows, and improve how knowledge is created and maintained
• Build trust across teams and make it easy for subject-matter experts to contribute without slowing them down

Skills

Knowledge strategy

Content operations

Product operations

Excellent writing

Systems thinking

AI tools

Cursor

Claude Code

Cross-functional collaboration

Tools

Cursor

Claude Code

Job description

EliseAI ships fast, and our knowledge systems need to keep up. We’ve built pipelines that turn support tickets into knowledge and product releases into documentation, along with an AI-powered knowledge surface used daily by Support and Solutions Engineering.

Now, we need someone to own the strategy behind these systems and make them more useful as the company grows. You’ll own our customer-facing help center, internal knowledge experience, and the processes that keep both accurate and current.