Principal, Knowledge & AI Transformation

Blackbaud Solutions India Private Limited; 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) program 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 in the United States seeks a senior leader to shape enterprise knowledge strategy and AI-enabled transformation across customer success, support, enablement, and product teams. You will define architecture, governance, taxonomy, and lifecycle standards while building AI-ready knowledge to improve self-service, search quality, and worker productivity.

The role emphasizes measurable outcomes, responsible AI governance, and collaboration with cross-functional leaders to drive

Qualifications

• 7+ years in enterprise knowledge management, CX transformation, or AI enablement with leadership exposure.
• Deep expertise in knowledge architecture, taxonomy, metadata, governance, and lifecycle management.
• Proven experience defining enterprise knowledge strategy and governance models across functions.
• Experience leading AI-enabled transformation from strategy through adoption and measurement.
• Knowledge-Centered Service certification preferred; training in enterprise knowledge practices.

Responsibilities

• Develop and lead a unified knowledge strategy with architecture, taxonomy, ownership, content standards, and lifecycle governance.
• Establish content standards, governance, taxonomy, metadata, ownership, and lifecycle management processes.
• Build AI-ready knowledge with standards for structure, source authority, retrieval quality, and evaluation for AI-enabled workflows.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, and discovery.
• Drive AI transformation from concept to implementation, linking outcomes to customer effort and employee productivity.
• Improve knowledge health and self-service effectiveness using search behavior, content usage, and feedback.
• Promote Knowledge-Centered Service practices and integrate knowledge capture into daily work.
• Influence knowledge-first ways by partnering with Customer Success, Support, Enablement, and Product.
• Lead change adoption for governance, tools, and AI-enabled workflows.

Skills

Knowledge management

AI enablement

Strategy

Change management

Stakeholder influence

Leadership

Analytics

Tools

Salesforce Knowledge

SharePoint

Microsoft Copilot

ServiceNow

Zendesk

Job description

Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.

What you’ll do

• Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
• Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
• Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
• Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
• Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data
• Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
• Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
• Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.

What you’ll bring

• 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
• Deep expertise in enterprise knowledge management , including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
• Proven experience defining and leading enterprise knowledge strategy , including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
• Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement , with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
• Applied expertise in AI-enabled knowledge experiences , including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
• Experience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
• Proven ability to influence senior leaders and cross-functional stakeholders without direct authority , build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
• Strong analytical and strategic problem-solving capabilities , with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
• Ability to operate with a high degree of autonomy in complex and ambiguous environments , moving effectively between enterprise strategy, program design, and hands‑on execution while establishing direction for others.
• Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk , or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.
• Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred , with demonstrated experience embedding knowledge-centered practices into day‑to‑day customer or employee workflows.
• Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

The starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include:

• Medical, dental, and vision insurance
• Remote-flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program