[Remote] Senior Manager, AI Self-Service Content & Knowledge

Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing Fintech company focused on empowering businesses through innovative financial tools. The Senior Manager, AI Self-Service Content & Knowledge will lead the strategy and execution of the company's global knowledge ecosystem, enhancing AI-enabled customer support experiences by transforming legacy documentation into an AI-optimized environment.

Responsibilities

• Own and execute the end-to-end strategy for BILL’s dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiences
• Architect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectiveness
• Design and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthy
• Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interaction
• Define, monitor, and act on a robust KPI framework (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive continuous improvement in self-service and assisted-service outcomes
• Orchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI 'transaction agents' launch with fully pre-ingested, production-ready knowledge
• Lead and develop a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and fun

Skills

• 10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment
• Proven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use cases
• Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and compliance
• Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically within AI-assisted or automation-rich environments
• Demonstrated ability to lead cross-functional initiatives and teams—setting a clear vision, driving change management, communicating effectively at all levels, and using data and experimentation to prioritize and make decisions

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs

Company Overview