Principal – Knowledge & AI Transformation

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $77.7k - $104.5k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• 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 for assistants, copilots, self-service, and agentic workflows • Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement • Drive AI transformation from concept through implementation and adoption • Connect transformation 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 in daily work • Partner across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology • Lead change adoption for governance practices, tools, processes, and AI-enabled workflows

🎯 Requirements

• 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline • Demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor • Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption • Proven experience defining and leading enterprise knowledge strategy, including governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas • Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement • Applied expertise in retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance • Experience improving the quality and reliability of AI-powered experiences • Proven ability to influence senior leaders and cross-functional stakeholders without direct authority • Strong analytical and strategic problem-solving capabilities • Ability to operate with a high degree of autonomy in complex and ambiguous environments • Experience with Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms • KCS certification or comparable formal training preferred • Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus

🏖️ Benefits

• Medical, dental, and vision insurance • Remote-flexible workforce • Wellness Programs • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Donations for Doers • Pet insurance, legal and identity protection • Tuition reimbursement program

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