AI Knowledge Manager

MyOperator

The position requires critical thinking, analytical abilities, and collaborative skills to identify, capture, and organise knowledge from across departments into a unified, AI-ready knowledge management system. This knowledge will become the central repository for documentation and process understanding, directly impacting how our AI systems learn, adapt, and serve customers.

Key Responsibilities:

• Knowledge Architecture & AI Integration -

  Develop AI-aligned knowledge management strategies, taxonomies, and information hierarchies. Optimise knowledge assets for AI processing (NLP, semantic tagging). Implement knowledge APIs.

• Cross-Departmental Knowledge Capture -

  Liaison between departments to identify, extract, and document critical organisational knowledge (explicit and tacit). Conduct interviews with SMEs. Develop standardised documentation.

• AI Performance Optimisation -

  Improve chatbot/AI performance via knowledge enhancement. Analyse conversation logs for knowledge gaps. Establish AI performance metrics and testing protocols (A/B testing, correlation). Implement feedback loops.

• Knowledge Quality & Platform Management -

  Maintain rigorous knowledge quality standards (review, approval, audit). Select and manage knowledge management platforms. Oversee technical configuration (search optimisation, access controls, integrations). Ensure infrastructure performance.

• Continuous Improvement & Gap Analysis -

  Evaluate chatbot performance and identify AI knowledge gaps. Develop strategies to address deficiencies. Create KPIs for knowledge adoption, utilisation, and AI performance correlation. Drive a culture of knowledge sharing.

• Essential Skills - Critical Thinking & Analysis:

  Exceptional analytical capabilities with the ability to break down complex processes into structured, documentable components. Strong problem-solving skills for diagnosing AI performance issues and developing targeted interventions.

• Communication & Collaboration:

  Outstanding interpersonal skills for conducting productive interviews with subject matter experts across all organisational levels. Excellent written communication for creating clear documentation serving both human and AI users.

• Project Management:

  Strong organisational skills for coordinating complex knowledge management initiatives across multiple departments. Ability to manage concurrent projects while maintaining quality standards.

• Change Management:

  Skills to drive adoption of new knowledge management processes and technologies. Ability to influence without direct authority and build consensus around knowledge initiatives.

Success Metrics:

• AI Performance:

  Measurable improvements in chatbot first-contact resolution rates, reduced escalation rates, and enhanced customer satisfaction scores.

• Knowledge Coverage:

  Achievement of target knowledge base completeness across business domains and reduction in identified knowledge gaps.

• Organisational Adoption:

  Increased participation rates from departments, sustainable knowledge contribution workflows, and improved utilisation of knowledge management tools.

• Operational Efficiency:

  Reduced time spent searching for information, decreased training time for new employees, and demonstrated ROI on knowledge management investments.

What We Offer:

• Direct exposure to strategic decision-making as part of the Founder's Office team.
• Opportunity to shape the technological direction of a growing company.
• Access to cutting-edge AI and knowledge management technologies
• Professional development resources, including conferences, certifications, and training.
• Competitive compensation package with performance bonuses and equity participation.
• Comprehensive benefits and flexible working arrangements.