Lead AI Content Specialist

Job Description

This role leads the AI Content Intelligence function, owning the team, processes, and standards that ensure AI-powered guest experiences are accurate, relevant, and grounded in trusted content. On a daily basis, the Lead oversees content operations and human-in-the-loop workflows, including content review, conflict resolution, and knowledge base optimization. They partner closely with Product, Engineering, and Content teams to improve how content is structured, ingested, and retrieved, while defining evaluation frameworks that measure AI answer quality and performance.

The role is responsible for identifying and resolving content gaps, driving taxonomy and metadata improvements, and maintaining a prioritized roadmap based on AI performance insights and business impact. Additionally, they establish governance standards, mitigate AI-related risks (such as hallucinations or inaccuracies), and act as the escalation point for high-impact content issues affecting guest trust and brand integrity.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 6+ years of experience in content strategy, digital operations, or knowledge management
• Experience working with CMS platforms, structured content, metadata, and content governance frameworks
• Proven ability to lead cross-functional initiatives across Product, Engineering, and Content teams
• Strong understanding of content quality risks within AI systems (e.g., inaccurate responses, content gaps, conflicting sources)
• Experience defining and tracking performance metrics (content health, retrieval accuracy, etc)
• Strong analytical, problem-solving, and decision-making skills
• Excellent leadership, communication, and stakeholder management capabilities
• Ability to build, scale, and manage workflows for content operations and knowledge management