AI Enablement & Knowledge Specialist

Branch

99d • $80,000 - $95,000

About The Position

The AI Enablement & Knowledge Specialist will lead Branch’s AI-first content strategy, ensuring all internal, external, and bot-specific content maintains accuracy, consistency, and is optimized for automation. This role will partner closely with SMEs, Project Associates, and the AI Systems & Automation Specialist to create, govern, and maintain a centralized AI knowledge base that powers automated resolutions across all support channels. The ideal candidate is a content governance expert who understands both customer experience and AI optimization, with a proven ability to connect people, processes, and technology for maximum operational impact.

Requirements

• 5+ years in knowledge management or related operational roles
• Strong background in content governance, taxonomy, and metadata management
• Experience working with AI-powered knowledge platforms and automation tools
• Excellent facilitation skills for guiding SMEs and cross-functional contributors
• Strong project management and organizational skills, with attention to detail
• Familiarity with conversational AI optimization and chatbot/voice automation

Responsibilities

• Maintains and optimizes the AI knowledge base, ensuring content formats, tone, and metadata are consistent across departments alongside the CX operations teams
• Develop and enforce governance standards for AI-ready content
• Maintain centralized templates and tagging protocols for all SOPs, playbooks, and learning materials
• Partner with SMEs and Project Associates to guide content creation using AI-enabled tooling
• Support content production across all teams while remaining hands-on for bot-specific SOPs and playbooks
• Work with the AI Systems & Automation Specialist to ensure knowledge content is operationalized within AI solution and automated workflows
• Lead the integration of AI into onboarding, SOP creation, and microlearning processes
• Work with AI Systems and Automation Specialist to review AI data for accuracy and accessibility
• Contribute with CX operations on the development of data points for AI solution conversations
• Monitor AI resolution rates, flagging knowledge gaps and working with SMEs to close them
• Use analytics to measure content performance and trigger updates for low-performing or outdated material

Benefits

• Market-leading medical, dental, and vision insurance
• Stock options
• Free Premium-Tier Origin Financial Wellness subscription
• Monthly home-office stipend
• 401k (TransAmerica)
• 12-weeks paid parental leave for birthing and non-birthing parents
• Flexible time off + sick and safe time
• 11 paid company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees