Manager, Knowledge Systems & Automation at SurveyMonkey

**Who this is for** This role is for a seasoned leader in Knowledge Management and Technical Documentation who is passionate about optimizing self-service exper

Work type: remote

Location: US - Remote

Salary: $101,150/yr

Type: Full-time

Summary

**Who this is for** This role is for a seasoned leader in Knowledge Management and Technical Documentation who is passionate about optimizing self-service experiences through AI-driven systems and automation. **Key highlights** You will lead a team of writers and designers to manage the Help Center and chatbot infrastructure, balancing human support with automated resolution to enhance customer satisfaction and operational efficiency at a global SaaS company. **You might be a good fit if you...** - Have 5+ years of experience in Knowledge Management or Content Strategy within a SaaS environment. - Possess hands-on expertise with tools like Zendesk Guide, Salesforce, and conversational AI platforms (e.g., Ada, Intercom). - Demonstrate strong skills in Information Architecture, taxonomy design, and optimizing content for LLMs/RAG systems. - Can thrive in a "player-coach" capacity, balancing high-level strategy with tactical execution of content and bot workflows.

Job Description

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips.

Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at [surveymonkey.com](https://www.surveymonkey.com/).

What we’re looking for

At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot.

In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

What you’ll be working on

• Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.

• Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.

• Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.

• Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities.

• AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.

• Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.

• Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.

• Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function.

• Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.

• IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.

• Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution. While this role is remote, it may require in-person participation. You will be encouraged to attend company events throughout the year. These events will take place at a designated SurveyMonkey office or location.

#LI-remote

Why SurveyMonkey? We’re glad you asked

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the [CHOICE Fund](https://www.surveymonkey.com/curiosity/the-c-h-o-i-c-e-fund-at-surveymonkey/) to help employees thrive in work and life.

We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with[ 25 acts of giving](https://www.surveymonkey.com/curiosity/25-anniversary-acts-of-giving/), opening new hubs in [Costa Rica](https://www.surveymonkey.com/curiosity/bringing-global-survey-tools-together-with-pura-vida-surveymonkey-launches-in-costa-rica/) and [India](https://www.surveymonkey.com/newsroom/expands-global-footprint-new-bengaluru-office/), crossing the threshold of [100 billion questions answered](https://www.linkedin.com/posts/surveymonkey_this-week-were-celebrating-a-monumental-activity-7320476713241436160-1njI?utm_source=share&utm_medium=member_desktop&rcm=ACoAACXxneYBWR2gGWzCKIZny7jMucfLGW7KORE), and earning recognition as one of the Most Inspiring Workplaces across [North America](https://www.surveymonkey.com/newsroom/surveymonkey-celebrates-inspiring-workplaces-win-in-na-2025/) and [Asia](https://www.surveymonkey.com/newsroom/surveymonkey-celebrates-inspiring-workplaces-win-in-asia/).

We live our[ company values](https://www.surveymonkey.com/curiosity/surveymonkey-company-values-refresh-2025/)—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

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