Manager, Knowledge Management & Conversational AI

Position Summary  We are seeking a Manager, Knowledge Management & Conversational AI who will report to the Director, Application Development & Quality Assurance to lead the strategy, optimization, governance, and performance of our digital self-service and virtual assistant platforms.  This role will be responsible for improving self-service adoption, chatbot effectiveness, support deflection, knowledge management practices, content quality, and customer experience across support channels. The successful candidate will serve as the business owner for conversational AI and knowledge management initiatives while partnering closely with technical teams responsible for platform administration and integrations.  The ideal candidate combines expertise in knowledge management, digital customer experience, chatbot optimization, analytics, content strategy, and stakeholder management. This individual will drive continuous improvement initiatives that reduce support effort, improve user satisfaction, and maximize return on investment from self-service technologies.  Key Responsibilities  Conversational AI Strategy & Optimization  Own the performance and continuous improvement of enterprise chatbot and virtual assistant platforms.  Analyse conversation trends, user behaviour, abandonment patterns, and support drivers.  Improve chatbot containment and support deflection rates.  Identify opportunities to automate common support scenarios.  Drive conversational design improvements and user journey optimization.  Evaluate emerging AI and Copilot capabilities to improve self-service effectiveness.  Develop chatbot governance standards, operating procedures, and success metrics.  Knowledge Management  Own the enterprise knowledge management strategy for self-service and support experiences.  Develop and maintain content governance standards.  Lead knowledge article creation, review, retirement, and lifecycle management activities.  Ensure content remains accurate, relevant, searchable, and user-friendly.  Establish taxonomy, tagging, and knowledge architecture standards.  Partner with business teams to identify knowledge gaps and improvement opportunities.  Analytics & Performance Management   Define and track key performance indicators, including:   Deflection Rate  Containment Rate  Search Success Rate  Knowledge Utilization  User Satisfaction  Content Effectiveness  Self-Service Adoption  Develop executive reporting and dashboards.  Present performance insights and recommendations to leadership.  Establish data-driven continuous improvement processes.  Stakeholder Management  Partner with Technical Support, Partner Support, Operations, Product, Engineering, and Business teams.  Facilitate regular content review and…