Remote: AI-Driven Knowledge Transformation Lead

Blackbaud; United States; Remote; USD 180,000 - 260,000; Full time

Job summary

Blackbaud seeks a Principal, Knowledge & AI Transformation to shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, and AI-enabled experiences. This senior IC will ensure knowledge is accurate, trusted, and structured for both human and AI consumption.

You will lead a unified knowledge strategy, establish governance and metadata standards, and drive AI-enabled transformation across organizations.

Qualifications

• 7+ years of enterprise knowledge management and AI enablement experience.
• Deep expertise in architecture, taxonomy, metadata, governance, and content lifecycle.
• Proven track record defining enterprise knowledge strategy across functions.
• Experience leading AI-enabled transformation from strategy to adoption.
• Applied knowledge of retrieval-augmented generation, grounding, and responsible AI.
• Experience establishing sources, retrieval standards, and evaluation frameworks.
• Ability to influence senior leaders across organizations without direct authority.
• Analytical, strategic problem solving using content performance and AI data.
• Autonomy in complex environments between strategy and execution.
• Familiarity with enterprise platforms like Salesforce Knowledge, SharePoint, Copilot, ServiceNow, Zendesk.

Responsibilities

• Develop and lead a unified knowledge strategy including architecture, ownership, and lifecycle governance.
• Establish content standards, governance, taxonomy, metadata, and ownership across teams.
• Build AI-ready knowledge with standards for structure, authority, retrieval quality, and accuracy.
• Identify opportunities to use AI to accelerate knowledge creation, discovery, and maintenance.
• Drive measurable AI transformation from concept through adoption, linking to outcomes.
• Improve knowledge health and self-service through analysis of usage, feedback, and AI data.
• Promote Knowledge-Centered Service practices integrated into daily work.
• Collaborate across Customer Success, Support, Enablement, Product, Operations, and Technology.
• Lead change adoption for governance, tools, processes, and AI-enabled workflows.

Skills

Knowledge management

AI transformation

Governance

Taxonomy & metadata

Content lifecycle

Knowledge strategy

Stakeholder influence

Strategy & execution

Analytical problem solving

Education

KCS certification or equivalent training

Tools

Salesforce Knowledge

SharePoint

Microsoft Copilot

ServiceNow

Zendesk

Job description

Blackbaud seeks a Principal, Knowledge & AI Transformation to shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, and AI-enabled experiences. This senior IC will ensure knowledge is accurate, trusted, and structured for both human and AI consumption.

You will lead a unified knowledge strategy, establish governance and metadata standards, and drive AI-enabled transformation across organizations.