Manager, Knowledge Systems & Automation

SurveyMonkey•Portland, OR

1d•Hybrid

About The Position

SurveyMonkey is seeking a forward-thinking leader to execute their self-service strategy across their Help Center and customer-facing chatbot. This role involves designing and managing the information architecture and knowledge systems that power AI-driven support. The Manager will lead a team of technical writers and conversational designers to ensure customers receive timely and accurate answers through content, automation, or seamless handoffs to support, while aiming to reduce transactional contacts and maintain high customer satisfaction.

Requirements

5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred).
Proven experience owning a Help Center or self-service function.
Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom).
Strong information architecture skills with a track record of building scalable knowledge structures.
Ability to manage content and chatbot flows directly while building processes and teams.
Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.

Responsibilities

Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience.
Balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.
Audit and evolve the Help Center’s Information Architecture (IA), taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems.
Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing.
Own the end-to-end process for article creation, updates, and retirement, ensuring accuracy, discoverability, and brand alignment.
Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining quality assurance.
Analyze search trends, 'no-result' queries, click-paths, and transcripts to identify gaps and prioritize the backlog.
Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are prepared for feature launches and product changes.
Lead and coach technical writers and conversational designers, acting as a 'player-coach' by getting hands-on with the CMS or chatbot as needed.
Build repeatable processes and long-term team capabilities.