Job Description
About The Role
The Manager, Knowledge & AI leads the Knowledge Engineering and AI & Agentforce teams within the Digital Support & AI organization. This role is accountable for defining and executing the strategy that underpins AI-driven customer support ensuring the knowledge base is structured for AI retrieval and that AI agents behave reliably, accurately, and efficiently. You will operate at the intersection of knowledge architecture, conversational AI, and support operations, building a world‑class function from the ground up.
What You Will Do
- Lead, hire, and develop the Knowledge Engineering and AI & Agentforce teams across all hiring phases
- Set and own the knowledge and AI strategy, aligning with broader Digital Support & AI objectives
- Define standards for knowledge structure, taxonomy, metadata, and AI-readiness of content
- Oversee design and governance of AI agent behavior, including resolution vs. escalation ...