[Remote] Senior Manager, AI Self-Service Content & Knowledge

Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing Fintech company focused on empowering businesses through innovative financial tools. The Senior Manager, AI Self-Service Content & Knowledge will lead the strategy and execution of the company's global knowledge ecosystem, enhancing AI-enabled customer support experiences by transforming legacy documentation into an AI-optimized environment.ResponsibilitiesOwn and execute the end-to-end strategy for BILL’s dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiencesArchitect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectivenessDesign and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthyImplement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interactionDefine, monitor, and act on a robust KPI framework (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive continuous improvement in self-service and assisted-service outcomesOrchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI 'transaction agents' launch with fully pre-ingested, production-ready knowledgeLead and develop a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and funSkills10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environmentProven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use casesDemonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and complianceSubject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically within AI-assisted or automation-rich environmentsDemonstrated ability to lead cross-functional initiatives and teams—setting a clear vision, driving change management, communicating effectively at all levels, and using data and experimentation to prioritize and make decisionsBenefits100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)HSA & FSA accountsLife Insurance, Long & Short-term disability coverageEmployee Assistance Program (EAP)11+ Observed holidays and wellness days and flexible time offEmployee Stock Purchase Program with employee discountsWellness & Fitness initiativesEmployee recognition and referral programsCompany OverviewBILL is a developer of financial automation software for small and midsize businesses (SMBs). It was founded in 2006, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.bill.com.