Lead global KB strategy, governance, and content standards.
Own end-to-end content lifecycle: intake, authoring, review, publishing, retirement.
Define multimedia standards for screenshots, GIFs, and videos.
Use feedback, analytics, and AI signals to improve support experiences.
Partner with Conversation Design and Systems for AI journeys in Fin.
Ensure taxonomy, metadata, and search support high-quality retrieval.

🎯 Requirements

5+ years in SaaS knowledge management or related roles.
Expertise with Salesforce Knowledge and taxonomy/IA practices.
Experience preparing knowledge for AI-driven support (LLMs, FinAI).
Strong analytical skills; proficient in Power BI.
Ability to influence cross-functional stakeholders and governance.
Excellent communication, editorial, and content strategy skills.
Experience with SEO, web analytics, and AI-ready content.

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