Manager, Knowledge Systems & Automation

1 month, 1 week ago
Full-time
Lead
Technical Writing and Documentation
SurveyMonkey

SurveyMonkey

SurveyMonkey provides a cloud-based platform that enables users to easily create surveys and forms for gathering feedback, conducting market research, and managing event registrations, leveraging AI and a wide array of templates to facilitate informed ...

Professional Services
1K-5K
Founded 1999
$1150M raised

Description

  • Execute the self-service roadmap for the Help Center and chatbot in partnership with the Director.
  • Own day-to-day delivery of a cohesive Help Center and chatbot experience.
  • Design and maintain information architecture, taxonomy, and metadata for the Help Center.
  • Oversee chatbot improvements by guiding conversational design, intents, flows, and routing.
  • Own the end-to-end content lifecycle for help articles, including creation, updates, and retirement.
  • Develop AI-enabled workflows for drafting, translating, and tagging content and bot responses with human review.
  • Analyze search trends, no-result queries, click paths, and transcripts to identify content and automation gaps.
  • Prioritize the backlog and execute improvements that reduce transactional contacts and improve customer satisfaction.
  • Coordinate with Support, Product, Engineering, and Marketing on documentation and chatbot readiness for launches and product changes.
  • Lead and coach technical writers and conversational designers while building repeatable team processes.

Requirements

  • 5+ years of experience in Knowledge Management, Technical Documentation, or Content Strategy, preferably in SaaS.
  • Proven experience owning a Help Center or self-service function.
  • Proficiency with knowledge base platforms such as Zendesk Guide.
  • Experience with CRMs such as Salesforce.
  • Experience with conversational AI/chatbot tools such as Ada or Intercom.
  • Experience with HTML/CSS, templating, and analytics tools is a plus.
  • Strong information architecture skills with experience building scalable knowledge structures.
  • Ability to use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
  • Hands-on leadership experience managing content and chatbot flows directly.
  • Experience leading technical writers and conversational designers is preferred.

Benefits

  • Base salary range of $101,150 to $119,000 per year, depending on geographic market and experience.
  • Bonuses and commissions may be offered as part of the total compensation package.
  • Medical, dental, vision, life, and disability insurance.
  • 401(k) retirement plan.
  • Flexible spending account and health savings account options.
  • Paid holidays and paid time off.
  • Employee assistance program.
  • Flexible remote role with in-person company events throughout the year.
  • Access to employee programs such as the CHOICE Fund and a flexible, hybrid environment.

Interested in this position?

Apply directly on the company website

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