SurveyMonkey - Manager, Knowledge Systems & Automation

• At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot. • In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction. • What you’ll be working on • Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction. • Strategy & Roadmap Execution: • Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search. • Information Architecture & AI Readiness: • Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team. • Chatbot & Conversational Design: • Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities. • Content Lifecycle & Quality: • AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance. • AI Operations & Innovation: • Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts. • Data Analytics & Insights: • Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change. • Cross-Functional Collaboration: • Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities. • Team Leadership & Development: • We’d love to hear from people with • 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function. • Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus. • Technical & Platform Expertise: • IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions. • IA & Data-Driven Strategy: • Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role. • Hands-on Leadership: • The base pay provided for this position ranges from $101,150/ year - $119,000/ year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. • SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution. While this role is remote, it may require in-person participation. You will be encouraged to attend company events throughout the year. These events will take place at a designated SurveyMonkey office or location.#LI-remote