Manager, Knowledge Systems & Automation

SurveyMonkey•Portland, OR

4h•$101,150 - $119,000•Hybrid

About The Position

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. They combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. At SurveyMonkey, the goal is to empower millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. This role seeks a forward‑thinking leader to execute the self‑service strategy across the Help Center and customer‑facing chatbot. The Manager will design and run the information architecture and knowledge systems that power AI‑driven support, leading a team of technical writers and conversational designers to ensure customers receive the right answers at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

Requirements

5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with 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, using metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

Nice To Haves

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, balancing automation with human support to hit targets for resolution, deflection, and customer satisfaction.
Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.
Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing, with the goal to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.
Own the end-to-end process for article creation, updates, and retirement, ensuring all content is accurate, discoverable, on-brand, and aligned with current product capabilities.
Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.
Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps, using these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.
Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.
Lead and coach technical writers and conversational designers, acting as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.