Adoption and Knowledge Manager, AI Transformation

Trustly•New York, NY

1d•$180,000 - $240,000•Remote

About The Position

The AI Transformation team sits at the intersection of technology, product, and people, and is accountable for the operating leverage Trustly gains from making its processes and workflows AI native. The team partners with Customer Operations, Finance, Legal, People, and Go to Market to find the workflows where AI changes the economics, redesigns them, and proves the result in cost, cycle time, and reclaimed capacity. Every redesign carries a documented baseline and a figure Finance has validated. As Adoption and Knowledge Manager on the AI Transformation team, you will own how AI takes hold in the way Trustly works, and the knowledge system that AI depends on. The role runs in two phases. For the first two quarters you own adoption: the cohort rollout model, the champion network, and the enablement hub that functions use to put AI into their day to day work. From the third quarter you turn to the knowledge system itself, the taxonomy, the source of truth for each domain, and the selection and implementation of the next generation knowledge base platform. Claude and other AI tools are only as good as the content they can retrieve, and today that content sits across wikis, drives, and documents that do not always agree with each other. In your first 90 days you will take ownership of the enablement hub and the cohort rollout sequence. The champion network transfers to you after the current pilot completes its scale review, so momentum is protected through that decision.

Requirements

Experience running adoption or change programs through a distributed champion or advocate network.
Experience building or restructuring a company wide taxonomy or knowledge base, ideally from a fragmented starting point.
Experience selecting and implementing a knowledge management or content platform.
Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to actually follow them.
Experience working cross functionally to migrate content out of scattered tools and into one system.

Nice To Haves

Experience preparing content for AI retrieval or grounding, such as metadata design or structured tagging, a strong plus.
Background in information architecture, technical writing, or content strategy a plus.
Familiarity with Claude or similar AI assistants and how they use connected knowledge sources a plus.

Responsibilities

Own the cohort rollout model and sequence functions by business impact rather than readiness alone.
Own the champion network, including named owners, review cadence, and completion tracking, and build it into something that runs without you.
Own the enablement hub and keep it scoped to what each function needs in order to change how it works.
Convert champion and early adopter practice into reusable assets. Anything built once should be reusable by everyone.
Design and own the taxonomy that organizes Trustly's knowledge base end to end, defining what counts as the source of truth for each domain.
Resolve conflicting or duplicate content, and set ownership, review cadence, and update workflows so content doesn't go stale.
Evaluate knowledge base platforms, lead the selection of the next generation tool, and lead the migration from existing systems.
Define how the knowledge base connects to Claude and other AI tools, so answers pull from accurate, current content rather than outdated copies.
Partner with Governance and Compliance to make sure content classification aligns with Trustly's AI in Workplace Policy, particularly around regulated records and data handling.
Work alongside the existing Knowledge Management team so their work in US Customer Operations is extended rather than duplicated.
Train content owners across departments and lead the communication and adoption of the rollout company wide.