Manager of Knowledge Systems & Automation

Become the Knowledge Systems & Automation Manager at SurveyMonkey and enhance automated customer support experiences. Drive strategy while leading a team in optimizing user-focused solutions.
SurveyMonkey is in search of an innovative leader with over five years of experience in Knowledge Management to spearhead initiatives across our Help Center and chatbot systems. This role focuses on developing effective information architecture while ensuring clear communication and user engagement through automation. You will analyze data trends to prioritize content updates and enhance overall customer satisfaction.
Key Responsibilities:
• Implement and deliver a comprehensive self-service roadmap
• Optimize information architecture for enhanced user experience
• Direct the improvement of chatbot intents and responses
• Manage the content creation lifecycle efficiently
• Utilize analytics to inform strategic decisions
Requirements:
• 5+ years of experience in SaaS Know...