Senior AI Knowledge Transformation Leader (Remote)

Blackbaud; Charleston (SC); On-site; USD 78,000 - 105,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

401(k) with employer match

Generous parental leave

Tuition reimbursement

Job summary

Blackbaud is seeking a strategic Principal, Knowledge & AI Transformation to shape knowledge governance and AI-enabled experiences across Customer Success, Support, Enablement, and self-service channels. You will drive scalable, trusted content and define how knowledge is created, retrieved, and reused for humans and AI.

You will lead enterprise knowledge strategy, establish governance models, and drive measurable improvements in customer outcomes and agent productivity through AI-driven

Qualifications

• 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline.
• Proven expertise in knowledge architecture, taxonomy, metadata, governance, and content lifecycle.
• Experience leading enterprise knowledge strategy with governance, standards, and operating models.
• Proven AI-enabled transformation from strategy to adoption with measurable outcomes.
• Knowledge-centered service (KCS) principles and practices are preferred.

Responsibilities

• Develop and lead a unified knowledge strategy with architecture, ownership, and lifecycle governance.
• Establish content standards, taxonomy, metadata, and governance processes.
• Build AI-ready knowledge with structure, authoritative sources, and retrieval quality.
• Drive opportunities to accelerate knowledge creation and AI-enabled workflows.
• Measure impact on customer effort, resolution effectiveness, and agent productivity.

Skills

Enterprise knowledge management

Customer experience transformation

AI enablement

Knowledge architecture

Taxonomy

Metadata

Governance

Content lifecycle

Education

KCS certification

Tools

Salesforce Knowledge

SharePoint

Microsoft Copilot

ServiceNow

Zendesk

Job description

Blackbaud is seeking a strategic Principal, Knowledge & AI Transformation to shape knowledge governance and AI-enabled experiences across Customer Success, Support, Enablement, and self-service channels. You will drive scalable, trusted content and define how knowledge is created, retrieved, and reused for humans and AI.

You will lead enterprise knowledge strategy, establish governance models, and drive measurable improvements in customer outcomes and agent productivity through AI-driven