Senior Manager, Enablement & Systems

Senior Manager, Enablement & Knowledge Systems

Join our Customer Success department to lead a high performing team and evolve our enablement function into a strategic knowledge and AI enablement engine.

Own systems, governance, and operating rhythms that ensure teams have the right knowledge, guidance, and support at critical moments.

• Own the operating model for Knowledge Management across Customer Success – governing intake, prioritization, ownership, publishing standards, and lifecycle management.
• Build a scalable knowledge operating system that supports support delivery, onboarding, self‑service, product readiness, AI‑assisted workflows, and consistent customer experiences.
• Define and implement the end‑to‑end knowledge lifecycle: capture, structure, validate, publish, activate, measure, archive, and continuously improve internal and external knowledge assets.
• Establish a KM governance model grounded in KCS principles, adapted to Jobber’s scale and pace.
• Define and report on KM health metrics – quality, freshness, findability, self‑service performance, and knowledge gaps – using analytics and AI signals.
• Own the structure and quality of Jobber’s knowledge ecosystem, including playbooks, SOPs, Help Center content, and AI‑facing sources.
• Build and maintain the content model, taxonomy, tagging strategy, metadata standards, and source‑of‑truth practices required to make knowledge findable, reusable, measurable, and AI‑ready.
• Partner with Product, Support, Onboarding, and Engineering to translate product changes into trusted, actionable knowledge at release pace.
• Identify and close knowledge gaps by analyzing search failures, escalations, customer friction, and AI answer failures.
• Ensure knowledge is designed for both human usability and machine readability.
• Own the knowledge layer that powers AI‑assisted Customer Success workflows: agent assist, LLM‑based search, AI agents, IVR/voice bot content, and self‑service.
• Partner cross‑functionally to define AI enablement requirements – content readiness, retrieval quality, governance, permissions, escalation paths, and human‑in‑the‑loop validation.
• Develop AI readiness standards for knowledge assets, including structure, chunkability, metadata, canonical sources, freshness, source traceability, access controls, and retrieval performance.
• Create feedback loops between AI outputs, frontline users, customer outcomes, and knowledge owners to continuously improve AI performance.
• Monitor and improve AI performance – answer accuracy, source quality, containment/deflection, hallucination risk, fallback rates – and translate signals into fixes.
• Lead deliberate adoption of AI‑enabled workflows: determine when to trust AI, verify, and escalates.
• Design programs and rituals that help teams find, use, trust, and improve knowledge in the flow of work.
• Partner with Enablement, QA, and frontline leaders to translate knowledge gaps, quality trends, and AI insights into targeted coaching, communications, and performance support.
• Support onboarding and continuous learning by ensuring critical knowledge is accessible, current, role‑specific, and embedded where needed.
• Drive adoption of KM and AI‑enabled workflows through change management, stakeholder engagement, communications, and manager enablement.
• Partner with Product, Product Marketing, Revenue Operations, Engineering, Support, Onboarding, QA, and Enablement to maintain alignment of knowledge and AI systems with releases and business priorities.
• Act as strategic owner of knowledge flow across Customer Success – from product change to internal readiness, customer‑facing content, AI‑assisted support, and continuous improvement.
• Influence cross‑functional stakeholders to adopt clear ownership, governance, and feedback loops for knowledge and AI‑enabled workflows.
• Advise Leadership on how knowledge and AI reduce operational friction, improve consistency, increase self‑service, reduce time to answer, and scale quality without scaling complexity.
• Lead, coach, and grow a team of knowledge management and enablement professionals, setting goals, growth paths, and performance expectations.
• Own team rituals – 1:1s,…