Commercial Counsel
Zapier
Knowledge Specialist, AI Enablement
Branch
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $95,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead Branch’s AI-first content strategy, ensuring internal, external, and bot-specific content accuracy and consistency
- Maintain and optimize the AI knowledge base; ensure content formats, tone, and metadata consistency
- Develop and enforce governance standards for AI-ready content; maintain templates and tagging protocols for SOPs, playbooks, and learning materials
- Partner with SMEs and Project Associates to guide content creation using AI-enabled tooling
- Support content production across teams; remain hands-on for bot-specific SOPs and playbooks
- Work with the AI Systems & Automation Specialist to operationalize knowledge content within AI solutions and automated workflows
- Lead integration of AI into onboarding, SOP creation, and microlearning processes; review AI data for accuracy and accessibility
- Monitor AI resolution rates, flag knowledge gaps, and use analytics to measure content performance and trigger updates
Requirements
- 5+ years in knowledge management or related operational roles
- Strong background in content governance, taxonomy, and metadata management
- Experience working with AI-powered knowledge platforms and automation tools
- Excellent facilitation skills for guiding SMEs and cross-functional contributors
- Strong project management and organizational skills, with attention to detail
- Familiarity with conversational AI optimization and chatbot/voice automation
- Must be currently authorized to work in the USA without sponsorship or transfer
- We are unable to hire candidates located outside of the domestic U.S.
