Principal, and AI Transformation US National

Job Title:

Principal, Knowledge and AI Transformation

Location:

Remote – Anywhere in the United States

Work Arrangement: 100% Remote

Employment Type:

Full-Time

Salary Range: $77,700–$104,500 annually (starting base pay)

Blackbaud unleashes the potential of the people and organizations that change the world. As the leading software provider exclusively dedicated to fueling social impact, Blackbaud supports nonprofit and education organizations and works with companies committed to social responsibility.

Blackbaud is seeking a strategic and collaborative Principal, Knowledge and AI Transformation to join the Your Cause Customer Experience organization.

This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.

This role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. The successful candidate will connect knowledge strategy with practical AI transformation, building trusted content, governance, and retrieval foundations to deliver consistent answers and scalable customer outcomes.

This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.

• Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
• Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
• Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
• Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
• Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
• Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data.
• Promote Knowledge-Centered Service (KCS) practices that integrate knowledge capture and improvement into daily work.
• Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
• Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.

• 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
• Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
• Proven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
• Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
• Applied expertise in…