Principal, AI-Driven Knowledge Transformation

Blackbaud; United States; Remote; USD 78,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness programs

401(k) plan with employer match

Flexible paid time off

Generous parental leave

Donations for Doers

Pet insurance, legal and identity保护

Tuition reimbursement program

Job summary

Blackbaud seeks a Principal, Knowledge and AI Transformation to guide how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, and AI-enabled experiences.

This senior individual contributor will drive the knowledge platform, governance, and retrieval foundations to deliver consistent answers and scalable customer outcomes. Remote in the United States.

Qualifications

• 7+ years of enterprise knowledge management, CX transformation, or AI enablement with senior leadership experience.
• Expertise in knowledge architecture, taxonomy, metadata, governance, and content lifecycle for human and AI use.
• Proven ability to define enterprise knowledge strategy, governance, ownership, and measurement across functions.
• Successful leadership of AI-enabled transformation from strategy to adoption with measurable outcomes.
• Experience in AI-enabled knowledge experiences, including RAG, grounding, and evaluation methodologies.
• Ability to influence senior leaders and drive enterprise-wide change without direct authority.

Responsibilities

• Develop and lead a unified knowledge strategy with architecture, taxonomy, ownership, and lifecycle governance.
• Establish content standards and governance practices for accurate, reusable knowledge.
• Build AI-ready knowledge with standards for structure, authority, retrieval quality, and ongoing evaluation.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, and discovery.
• Drive AI transformation from concept through implementation and adoption, linking outcomes to customer effort and productivity.
• Improve knowledge health and self-service by analyzing search behavior and content usage.
• Promote Knowledge-Centered Service (KCS) practices across teams.
• Influence cross-functional stakeholders to adopt knowledge-first work methods.
• Lead change adoption for governance tools, processes, and AI workflows.

Skills

Knowledge management

Strategy development

Governance

Content lifecycle

Search & retrieval

AI-enabled transformation

Stakeholder influence

Cross-functional collaboration

RAG

Tools

Salesforce Knowledge

SharePoint

Microsoft Copilot

ServiceNow

Zendesk

Job description

Blackbaud seeks a Principal, Knowledge and AI Transformation to guide how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, and AI-enabled experiences.

This senior individual contributor will drive the knowledge platform, governance, and retrieval foundations to deliver consistent answers and scalable customer outcomes. Remote in the United States.