Manager, Knowledge Systems – Automation

SurveyMonkey

Manager responsible for executing self-service strategy across Help Center and chatbot. Leading technical writers and designers to enhance customer support through automation.

Posted 4/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $101,150 - $119,000 per yearWebsite

About the role

Key responsibilities & impact

Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience
Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search
Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing
Own the end-to-end process for article creation, updates, and retirement
Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses
Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps
Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change
Lead and coach technical writers and conversational designers

Requirements

What you’ll need

5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred)
Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom)
Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus
Strong information architecture skills with a track record of building scalable knowledge structures
Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role

Benefits

Comp & perks

medical, dental, vision, life, and disability insurance
401(k) retirement plan
flexible spending & health savings account
paid holidays
paid time off
employee assistance program
other company benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Knowledge ManagementTechnical DocumentationContent StrategyInformation ArchitectureHTMLCSSAnalyticsAI ToolsChatbot OptimizationWorkflow Development

Soft Skills

LeadershipCoachingCollaborationCommunicationAnalytical ThinkingProblem SolvingOrganizational SkillsUser Experience FocusAdaptabilityTeam Management