• Lead global customer support knowledge base (KB) management strategy, governance, and content standards.
• Expand strategy to influence all knowledge channels including help center, macros, internal enablement, and in-product guidance
• Own the end-to-end content lifecycle: intake, authoring, review, publishing, and retirement.
• Define standards for multimedia assets such as screenshots, GIFs, and videos.
• Use customer and teammate feedback, search data, and AI signals to continuously improve automated and proactive support experiences.
• Partner with Conversation Design and Systems teams to ensure knowledge is structured for conversational AI journeys in Fin.
• Ensure taxonomy, metadata, and search tuning support high-quality retrieval and deflection.
• Partner with Support, Product, Education, and Regional Leaders to align knowledge with product changes and customer needs.
• Use analytics (such as Power BI) to measure search success, article performance, and deflection outcomes.
• Ensure content accuracy, permissions, visibility rules, and reduce stale/broken/duplicate content.