Senior Manager, AI Self-Service Content & Knowledge

BILL•San Jose, CA

16d•$128,200 - $188,200•Remote

About The Position

The CXO AI Service Excellence & Operations team sits at the heart of BILL’s next-generation customer support experience, designing intelligent, AI-enabled journeys that help small and midsize businesses move money with confidence. As the Senior Manager, AI-First Self-Service Content & Knowledge, you will own the strategy and execution of our global knowledge ecosystem—the foundational “neural network” that powers the BILL Assistant and our AI Agent Assist tools. You’ll transform legacy documentation into an AI-optimized, Retrieval-Augmented Generation (RAG) environment that delivers fast, accurate, and trustworthy answers for customers and service representatives. This is a highly visible leadership role for a builder who thrives at the intersection of customer experience, artificial intelligence, and content governance.

Requirements

10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment.
Proven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use cases.
Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and compliance.
Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically within AI-assisted or automation-rich environments.
Demonstrated ability to lead cross-functional initiatives and teams—setting a clear vision, driving change management, communicating effectively at all levels, and using data and experimentation to prioritize and make decisions.
Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Responsibilities

Own and execute the end-to-end strategy for BILL’s dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiences.
Architect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectiveness.
Design and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthy.
Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interaction.
Define, monitor, and act on a robust KPI framework (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive continuous improvement in self-service and assisted-service outcomes.
Orchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI “transaction agents” launch with fully pre-ingested, production-ready knowledge.
Lead and develop a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and fun.