Manager of Knowledge Systems & Automation (Ahuntsic)

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 transparent 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 Knowledge Management • Expertise in technical documentation and content strategy • Strong leadership capability with hands-on experience • Proficiency in automation and conversational AI tools • Excellent analytical skills for data-driven decision-making Lead SurveyMonkey in creating exceptional automated customer experiences through your expertise in knowledge systems. Apply on Kit Job: kitjob.ca/job/2ptwl2