AI Knowledge Manager

Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we’re the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission‑critical communications by the Global 2000, hyperscalers, and SaaS builders!

The AI Knowledge Manager ensures content in Bandwidth’s Support Center and internal knowledge base stays accurate, current, and useful. This role owns the full knowledge supply chain for support knowledge — from identifying gaps in the existing content ecosystem to writing, maintaining, and governing the troubleshooting guides and Help Center articles used by support agents and customers alike.

Sitting within the Support Intelligence Group (SIG), this role operates at the intersection of content strategy and AI performance. The Knowledge Manager ensures that knowledge assets are not only accurate and current, but structured for AI‑readiness — enabling Bandwidth's AI support agent to resolve more issues without human intervention. Every piece of content this role produces and manages directly influences deflection rates, agent confidence, and customer experience at scale.

This is an independent contributor role reporting directly to the Sr. Manager, Support Intelligence, and operating as a peer to the AI Support Manager. The two roles are tightly coupled: when the AI support agent under performs due to a content gap, this role closes it. Success here means the first time Bandwidth answers a question is the last time it has to.

• Own the full lifecycle of internal troubleshooting guides and SOPs — from creation and publication to versioning, review, testing, and retirement — while managing a structured contribution workflow that enables support teams to submit content, with the KM as editorial owner, driving a trustworthy and efficient Copilot experience for agents.
• Build and maintain the external Help Center, writing articles that serve both the customer experience and AI consumption standards, maintaining coverage across Bandwidth's product verticals and ensuring content stays current as products evolve.
• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps, outdated content, and coverage blind spots — prioritizing remediation based on ticket volume, customer friction, and AI deflection impact.
• Define and enforce the AI‑readiness standard for all knowledge assets, co‑owning content‑driven performance metrics with the AI Support Manager — including knowledge coverage, content freshness, and quality signals that directly drive AI resolution and deflection rates.
• Design and maintain the knowledge taxonomy across internal and external content — including category structure, tagging conventions, and metadata standards — ensuring content is consistently organized and retrievable by human agents, AI systems, and self‑serving customers.
• Partner with support execution teams to understand agent pain points, surface missing internal knowledge in Copilot's knowledge base, and translate frontline needs into structured content that reduces escalation friction.
• Govern content quality and consistency across the knowledge ecosystem — setting and maintaining the bar for accuracy, depth, formatting and testing standards, and review cadences in partnership with support teams, Product teams, and other stakeholders.
• Lead NPI (New Product Introduction) knowledge readiness, ensuring 100% of new product launches include structured, versioned, and AI‑ready troubleshooting content on Day 1 in coordination with Product and the SIG team.
• Operate within SIG's monthly optimization loop — contributing knowledge gap analysis and content performance data to the Analyze, Score, Deliver, Track cycle to inform prioritization decisions.
• Deliver regular reporting on knowledge health metrics — coverage rates, freshness compliance, AI‑readiness scores, and TTR impact — to SIG leadership and…