Develop and execute the Service organization’s knowledge management strategy aligned to achieve both short and long-term call deflection and client experience goals.
Partner with Service, Product and other stakeholders to align knowledge assets with organizational needs.
Lead and mentor a multi-disciplinary team of content creators, including writers, instructional designers and content architects.
Transform content curation and creation using the latest available artificial intelligence solutions.
Provide leadership and oversight to ensure successful execution and delivery of critical technology and process improvement initiatives.
Partner with internal and external AI chatbot product partners to identify strategic opportunities to improve the effectiveness of digital help
Oversee the curation, creation and governance of high quality knowledge assets such as knowledge base articles and FAQs.
Collaborate with other client-facing knowledge base partners to ensure the content management system continues to meet the team’s evolving needs.
Develop and execute a monitoring program which surfaces actionable insights to facilitate continuous improvement and optimal call deflection performance

3+ years managing knowledge management and/or content strategy teams;
Direct experience leading knowledge management consumed by chatbots or conversational AI technologies
3+ years in wealth management industry
5+ years in financial services
Proven ability to build and lead high performing teams
Exceptional writing and communication skills
Deep familiarity with content management systems and capabilities offered by AI technology
Passion for customer experience
Ability to influence leadership through effective communication and story-telling;
Skilled in stakeholder management
High emotional intelligence; a collaborative and inclusive approach
Proficiency in problem-solving and implementing both near-term and long-term solutions.

401K matching
health benefits
employee stock options
paid time off
volunteer time off
competitive total rewards package designed to support success at work, at home, and at play

VP Services, Knowledge Management

Key skills