Sr. Manager, Knowledge Management & CX Enablement

We are looking for a Sr. Manager, Knowledge Management & CX Enablement to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems.

Requirements

• 6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines
• 2+ years managing cross-functional initiatives with either direct or indirect management experience
• Experience with AI support tooling and how content structure affects AI performance
• Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred
• Demonstrated experience building documentation or training programs at a SaaS company
• Hands-on experience configuring or prompting AI support agents
• Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis
• Familiarity with the CallRail product or call tracking / conversation intelligence category
• Background in instructional design, learning principles, or formal QA methodology
• Working knowledge of the broader CX tech stack: Zendesk, Asana

Benefits

• Healthcare (one option covered at 100% for employees)
• Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage