Manager, CX Knowledge & Enablement

New York · USD 144,000-216,000 · 8+ years experience · Full-time · Posted Oct 15, 2026

At a glance

The Manager of CX Knowledge & Enablement will build and lead a new function responsible for the knowledge infrastructure that supports customer-facing and AI-assisted work.
This role involves architecting a scalable knowledge system, defining support competency standards, and managing the team that maintains these systems.
The position requires a hands-on leader to design the architecture, establish governance, and implement a roadmap for organizational readiness in a fast-paced AI environment.

Own the knowledge infrastructure strategy end to end, including architecture, governance, and platform decisions.
Architect knowledge to be structured, retrievable, and reliable for both human and AI consumers.
Define and maintain standards for support competency, including onboarding, mastery, and ongoing readiness.
Manage the quality system as a diagnostic layer to identify and address knowledge gaps.
Build a release-to-readiness loop with Product and Product Ops to ensure organizational readiness ahead of product launches.
Design a balanced learning strategy utilizing instructor-led sessions, self-paced modules, documentation, and video.
Hire and lead the enablement team, scaling capabilities in alignment with organizational growth.
Measure system effectiveness through metrics such as specialist ramp time, performance attainment, and resolution quality.
Utilize AI to generate and maintain content, detect staleness, and automate enablement tasks.
Partner cross-functionally with AI Support, Engineering, Product, and GTM Enablement teams.

8+ years of experience in knowledge management, support enablement, education, trust & safety, or a related function.
Experience building or leading a team and owning a system rather than a program.
Demonstrated experience architecting knowledge systems serving large user and AI agent populations.
Track record of owning a consolidation or platform migration to unify fragmented knowledge surfaces.
Experience launching, managing, and improving knowledge or training platforms with measurable operational improvements.
Data-driven approach to defining success metrics and instrumenting ramp, quality, and resolution outcomes.
Strong instructional design range with the ability to adapt content for different audiences and learning preferences.
Experience working in fast release cycles and adapting content rapidly as products evolve.
Deep familiarity with AI-assisted support workflows and complex technical customer issues.
Excellent communication skills and the ability to establish credibility across an organization.

Experience supporting a legal, regulated, or otherwise high-stakes customer base.