Knowledge Strategy Lead – AI & Automation

## Knowledge Strategy Lead – AI & Automation**J****ob Description:*** **Transform knowledge into AI-ready assets** that fuel automation, intelligent search, and AI agents across the customer lifecycle.* **Define and lead KM strategy** by creating governance standards, taxonomies, and adoption frameworks designed for both human use and AI consumption.* **Embed KM as a cross-functional discipline** across CX, Product, Engineering, and Marketing, with cascaded ownership and accountability.* **Drive cultural change** by making knowledge capture, curation, and AI-readiness part of daily workflows.* **Measure impact** through AI-linked KPIs (e.g., ticket deflection %, AI agent resolution %, onboarding cycle time, search success rates).* Develop and maintain the KM strategy and governance playbook with an explicit focus on AI-readiness.* Define taxonomies, metadata standards, and content lifecycle processes that support both human usability and AI agent consumption.* Ensure alignment of knowledge assets with DTN’s positioning, messaging, and go-to-market strategy.* Curate and structure knowledge to serve as a **high-quality training and inference input** for AI agents, chatbots, and automation workflows.* Partner with AI/ML teams to ensure knowledge sources are optimized for model training and retrieval quality.* Identify new opportunities for AI-driven customer and employee experiences powered by knowledge assets.* Partner with CX, Product, Engineering, and Marketing leaders to integrate KM into daily processes.* Build a matrixed KM community (SMEs, content owners, product experts) to sustain knowledge flow and ensure quality.* Drive alignment across functions so that ownership and accountability cascade into team-level practices.* Directly manage **KM Authors** and other knowledge contributors responsible for creating and curating customer-facing content.* Coach and influence matrixed contributors across functional areas to ensure consistency and adoption.* Build a culture of accountability where knowledge contribution is recognized as core work, not extra work.* Champion knowledge as a strategic asset and AI enabler across DTN.* Lead cultural adoption of KM practices through storytelling, coaching, and visible executive engagement.* Position KM as a foundation for scalability, automation, and customer trust.* 7+ years of experience in Knowledge Management, Content Strategy, or related roles in SaaS or enterprise environments.* Demonstrated success designing KM frameworks, taxonomies, and governance models.* Experience curating knowledge forAI and automation use cases(e.g., conversational AI, retrieval-augmented generation, intelligent search).* Strong leadership skills, with experience managing both direct reports and matrixed contributors.* Proven ability to drive cross-functional collaboration and influence at senior levels.* Change management expertise, with a track record of embedding KM into daily processes.* Analytical mindset with experience defining and reporting on KPIs that link to business outcomes.* Background in SaaS, customer experience, or product enablement strongly preferred.* Competitive Salary* Unlimited PTO* Flexible working hours* Remote work model* Competitive Medical, Dental, and Vision Insurance Plans* 6% 401K matching* Unlimited access to 13k+ courses via a learning platform to support employee career advancement* Employee Assistance Program (EAP)**Confidence-Driven:** We help customers move with clarity and conviction. We bring the data and operational knowledge leaders need to act. #J-18808-Ljbffr