Knowledge Strategy, Senior Associate

EliseAI•New York, NY

5d•$120,000 - $160,000•Onsite

About The Position

EliseAI ships fast, and our knowledge systems need to keep up. We’ve built pipelines that turn support tickets into knowledge and product releases into documentation, along with an AI-powered knowledge surface used daily by Support and Solutions Engineering. Now, we need someone to own the strategy behind these systems and make them more useful as the company grows. You’ll own our customer-facing help center, internal knowledge experience, and the processes that keep both accurate and current. This role combines strong writing, systems thinking, AI tools, and cross-functional influence. You’ll work across Product, Engineering, Solutions, Support, and Implementation to turn what the organization knows into information people can easily find and use. This role sits on the Product Excellence team and reports to the Head of Product Excellence.

Requirements

Experience in knowledge strategy, content operations, product operations, or a related function
Excellent writing skills, with the ability to turn complex technical information into clear, useful content
Strong systems thinking and an instinct to solve recurring problems through scalable processes
Comfort using AI tools, designing prompts, and building lightweight workflows
Ability to work effectively across Product, Engineering, Solutions, Support, and Implementation without direct authority
Strong judgment and the ability to earn trust with senior technical and operational stakeholders
Experience getting structured, useful input from busy subject-matter experts
Ability to balance speed, quality, and coverage as the organization scales
Willingness to work in person at our office 4–5 days a week

Nice To Haves

Prior ownership of a documentation or knowledge surface at an AI-first company
Exposure to RAG evaluation, retrieval quality, or LLM evaluation frameworks
Experience in SaaS or vertical AI
Experience running knowledge programs across a fast-shipping product organization

Responsibilities

Develop and own the strategy and roadmap for EliseAI’s external and internal knowledge experiences
Own the coverage, structure, freshness, accuracy, and findability of our customer-facing help center
Improve the internal knowledge hub and AI answer surface used by Support and Solutions Engineering
Partner with technical teams to strengthen the workflows that turn support tickets, product releases, and lifecycle changes into reliable knowledge
Define and track standards for knowledge quality, coverage, usage, and adoption
Build repeatable processes that capture knowledge from Product Managers, engineers, Solutions Engineers, and Implementation leads while it is still fresh
Use AI tools such as Cursor and Claude Code to design prompts, prototype workflows, and improve how knowledge is created and maintained
Build trust across teams and make it easy for subject-matter experts to contribute without slowing them down
Move at rocket speed, build something massive.
We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact: full autonomy, no micromanagement, no fluff.
We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

Benefits

Equity in the company in the form of stock options
Medical, dental, and vision premiums covered at 100%
Fully paid parental leave
Commuter benefits
401(k) benefits
Monthly fitness stipend
A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch
Fun company social events through our Elise and the City program
Unlimited vacation and paid holidays
Relocation packages to make the move exciting, not painful