Manager, CX Knowledge & Enablement

Remote · USD 144,000-216,000 · 8+ years experience · Full-time · Remote · 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 designing the architecture for knowledge management, establishing competency and quality programs, and managing the team that maintains these systems.
The position requires a hands-on leader to define the roadmap and strategy for enablement in an AI-assisted organization.

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 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 for new releases.
Design a balanced learning strategy using various formats like instructor-led sessions, self-paced modules, and documentation.
Hire and lead the team responsible for maintaining the knowledge and enablement system.
Measure system effectiveness through metrics such as specialist ramp time, resolution quality, and deflection rates.
Utilize AI to generate and maintain content, detect gaps, and automate enablement tasks.
Partner with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all dependent surfaces.

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 just a program.
Demonstrated experience architecting knowledge systems to be serviceable at scale for 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 handling complex technical customer issues.
Strong cross-functional instincts to partner with Product, Engineering, and AI teams.

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