Principal, Knowledge & AI Transformation

Blackbaud

1d•$77,700 - $104,500

About The Position

Blackbaud is seeking a senior individual contributor to join the YourCause Customer Experience organization and shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences. The role connects knowledge strategy with practical AI transformation by building trusted content, governance, and retrieval foundations that support consistent answers and scalable customer outcomes. The Principal will define and lead a unified enterprise knowledge strategy, including architecture, taxonomy, content standards, ownership, and lifecycle governance. The role will establish AI-ready knowledge standards and evaluate how AI can accelerate knowledge creation, classification, maintenance, discovery, and improvement. It will lead transformation from opportunity identification through implementation and adoption, using customer effort, resolution effectiveness, employee productivity, and other performance data to measure results. The role partners across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology to promote knowledge-first ways of working, embed Knowledge-Centered Service practices, improve self-service effectiveness, and lead adoption of governance practices, tools, processes, and AI-enabled workflows. Blackbaud describes its work as purpose-driven technology and responsible AI in support of social impact.

Requirements

At least 7 years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with progression into enterprise-level strategy and senior individual-contributor leadership.
Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and content designed for human and AI consumption.
Experience defining and leading enterprise knowledge strategy, including governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
Success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, including identifying high-value opportunities, developing scalable solutions, and demonstrating business and customer outcomes.
Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
Experience improving AI-powered experience quality and reliability through authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
Ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
Strong analytical and strategic problem-solving capabilities, including use of search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
Ability to work autonomously in complex and ambiguous environments, moving between enterprise strategy, program design, and hands-on execution while establishing direction for others.
Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, and connecting technology capabilities to broader knowledge strategy and operating models.

Nice To Haves

Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management, with experience embedding knowledge-centered practices in daily customer or employee workflows.
Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology.

Responsibilities

Develop and lead a unified knowledge strategy, defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
Build AI-ready knowledge standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation across assistants, copilots, self-service, and agentic workflows.
Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
Drive measurable AI transformation from concept through implementation and adoption, connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
Improve knowledge health and self-service effectiveness using search behavior, content usage, case trends, customer feedback, and AI performance data.
Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
Partner across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology to influence knowledge-first ways of working.
Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.