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salesforce sql ai governance content operations📋 Description
- Define and maintain readability, structure, and AI retrieval standards.
- Oversee regular audits of the knowledge base and drive remediation.
- Lead projects migrating workflows and AI knowledge architecture.
- Track knowledge health metrics and lead data-driven improvements.
- Directly manage a small team; coach and mentor.
- Partner with Product, Engineering, Legal, and CX to influence standards.
- Lead AI and automation adoption to improve content quality and retrieval.
🎯 Requirements
- 4+ years in knowledge strategy within high-volume support.
- Strategic process optimization with limited supervision.
- Hands-on with contact center and CRM systems (Salesforce, Genesys).
- Data-driven: interpret CX metrics (AHT, FCR) and content metrics.
- Excellent written and verbal communication; translate for diverse audiences.
- Automation & AI experience to streamline workflows.
- People lead: mentor and develop individual contributors.
🎁 Benefits
- Flexible, remote-friendly work options.
- Equity grants for new hires with annual refresh grants.
- Flex First remote work policy details.
- Comprehensive benefits per location.
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