Remote Principal: Knowledge & AI Transformation

Blackbaud; United States; À distance; USD 78 000 - 105 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Remote-friendly

Wellness programs

401(k) with employer match

Flexible PTO

Parental leave

Donations for Doers

Pet insurance

Tuition reimbursement

Résumé du poste

Blackbaud seeks a Principal, Knowledge & AI Transformation to shape knowledge creation, governance, and AI-enabled experiences across Customer Success, Support, and Enablement. You will lead a unified strategy, establish standards, and drive adoption of AI-driven knowledge solutions that improve accuracy, discovery, and customer outcomes.

With 7+ years in enterprise knowledge management and AI-enabled transformation, you will partner across Product, Operations, and Technology to implement

Qualifications

• 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline.
• Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and AI consumption.
• Proven experience defining and leading enterprise knowledge strategy with governance and measurement.
• Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement.
• Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation, grounding, and evaluation.
• Experience improving the quality and reliability of AI-powered experiences through authoritative sources and retrieval standards.
• Ability to influence senior leaders and drive enterprise-wide changes without direct authority.
• Strong analytical and strategic problem-solving capabilities using usage metrics and feedback to guide investment.
• Experience with platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk.
• Knowledge-Centered Service certification or training is a plus.

Responsabilités

• Develop and lead a unified knowledge strategy with architecture, ownership, and lifecycle governance.
• Establish content standards, taxonomy, metadata, ownership, and governance processes.
• Build AI-ready knowledge with standards for structure, source authority and retrieval quality.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, and discovery.
• Drive measurable AI transformation from concept to adoption, linking outcomes to customer effort and resolution.
• Improve knowledge health and self-service effectiveness using behavior, trends, and AI performance data.
• Promote Knowledge-Centered Service practices across teams.
• Lead change adoption for governance tools, processes, and AI workflows.
• Collaborate across Customer Success, Support, Enablement, Product, Operations, and Technology.

Description du poste

Blackbaud seeks a Principal, Knowledge & AI Transformation to shape knowledge creation, governance, and AI-enabled experiences across Customer Success, Support, and Enablement. You will lead a unified strategy, establish standards, and drive adoption of AI-driven knowledge solutions that improve accuracy, discovery, and customer outcomes.

With 7+ years in enterprise knowledge management and AI-enabled transformation, you will partner across Product, Operations, and Technology to implement