Manager, Knowledge Systems – Automation

🕒 April 22

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SurveyMonkey

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

☁️ SaaS

🤝 B2B

⚡ Productivity

💰 $250M Private Equity Round on 2014-12

SaaS • B2B • Productivity

SurveyMonkey is a leading provider of online survey solutions, enabling users to create, distribute, and analyze surveys with advanced features. The platform supports a variety of use cases from product testing to customer satisfaction, employee engagement, and market research. Leveraging integrations with over 100 apps and built-in AI tools, SurveyMonkey offers customized forms and surveys for businesses in industries such as healthcare, education, finance, and more. With over 2. 4 million AI predictions daily, SurveyMonkey provides data-driven insights that help companies improve customer experiences, build better products, and drive growth. The service is trusted globally, with capabilities to cater to organizations of all sizes, offering both free and premium plans.

📋 Description

• Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience • 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 • Own the end-to-end process for article creation, updates, and retirement • Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses • Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps • 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

🎯 Requirements

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred) • Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom) • Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus • Strong information architecture skills with a track record of building scalable knowledge structures • Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role

🏖️ Benefits

• medical, dental, vision, life, and disability insurance • 401(k) retirement plan • flexible spending & health savings account • paid holidays • paid time off • employee assistance program • other company benefits