Knowledge Strategy Lead – AI & Automation

DTN • Austin, TX

33d • Hybrid

About The Position

For decades, DTN has been the silent force behind some of the world’s most critical industries—helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights—enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don’t follow trends—we set the standard for precision, trust, and operational impact. DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we’re accelerating growth and expanding our global footprint. Our purpose-built solutions—powered by AI and honed by decades of vertical expertise—are helping some of the world’s most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast-changing world. Job Description: We are seeking a Knowledge & AI Strategy Lead to design and drive the framework, governance, and adoption of our knowledge backbone across CX, Product, Engineering, and Marketing. This role is central to our AI vision: ensuring that all knowledge is curated, structured, and optimized as a high-quality input for AI agents, automation workflows, and intelligent customer experiences. As both a strategist and change agent, the Knowledge & AI Strategy Lead will embed KM as a discipline, build cross-functional alignment, and transform knowledge into an AI-ready asset that reduces cost-to-serve, accelerates onboarding, and scales customer success. This leader will oversee both direct reports (e.g., KM Authors) and matrixed contributors across the business to make knowledge a shared responsibility and the fuel for DTN’s next-generation AI capabilities.

Requirements

• 7+ years of experience in Knowledge Management, Content Strategy, or related roles in SaaS or enterprise environments.
• Demonstrated success designing KM frameworks, taxonomies, and governance models.
• Experience curating knowledge for AI and automation use cases (e.g., conversational AI, retrieval-augmented generation, intelligent search).
• Strong leadership skills, with experience managing both direct reports and matrixed contributors.
• Proven ability to drive cross-functional collaboration and influence at senior levels.
• Change management expertise, with a track record of embedding KM into daily processes.
• Analytical mindset with experience defining and reporting on KPIs that link to business outcomes.

Nice To Haves

• Background in SaaS, customer experience, or product enablement strongly preferred.

Responsibilities

• Transform knowledge into AI-ready assets that fuel automation, intelligent search, and AI agents across the customer lifecycle.
• Define and lead KM strategy by creating governance standards, taxonomies, and adoption frameworks designed for both human use and AI consumption.
• Embed KM as a cross-functional discipline across CX, Product, Engineering, and Marketing, with cascaded ownership and accountability.
• Drive cultural change by making knowledge capture, curation, and AI-readiness part of daily workflows.
• Measure impact through AI-linked KPIs (e.g., ticket deflection %, AI agent resolution %, onboarding cycle time, search success rates).
• Develop and maintain the KM strategy and governance playbook with an explicit focus on AI-readiness.
• Define taxonomies, metadata standards, and content lifecycle processes that support both human usability and AI agent consumption.
• Ensure alignment of knowledge assets with DTN’s positioning, messaging, and go-to-market strategy.
• Curate and structure knowledge to serve as a high-quality training and inference input for AI agents, chatbots, and automation workflows.
• Partner with AI/ML teams to ensure knowledge sources are optimized for model training and retrieval quality.
• Identify new opportunities for AI-driven customer and employee experiences powered by knowledge assets.
• Partner with CX, Product, Engineering, and Marketing leaders to integrate KM into daily processes.
• Build a matrixed KM community (SMEs, content owners, product experts) to sustain knowledge flow and ensure quality.
• Drive alignment across functions so that ownership and accountability cascade into team-level practices.
• Directly manage KM Authors and other knowledge contributors responsible for creating and curating customer-facing content.
• Coach and influence matrixed contributors across functional areas to ensure consistency and adoption.
• Build a culture of accountability where knowledge contribution is recognized as core work, not extra work.
• Champion knowledge as a strategic asset and AI enabler across DTN.
• Lead cultural adoption of KM practices through storytelling, coaching, and visible executive engagement.
• Position KM as a foundation for scalability, automation, and customer trust.
• Define and track AI-linked KM KPIs (e.g., deflection %, AI resolution %, search success rates, time-to-value in onboarding).
• Report regularly on adoption and impact to executive stakeholders.
• Continuously improve frameworks, standards, and practices based on results and feedback.

Benefits

• Competitive Salary
• Unlimited PTO
• Flexible working hours
• Remote work model
• Competitive Medical, Dental, and Vision Insurance Plans
• 6% 401K matching
• Unlimited access to 13k+ courses via a learning platform to support employee career advancement
• Employee Assistance Program (EAP)
• DTN is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees