Digital Transformation & AI Specialist designing digital solutions for a global flower industry company. Enhancing operational efficiency and supporting technological evolution through AI and automation processes.
About the role
- Knowledge & AI Enablement Manager at Multiverse driving structured knowledge for AI and human support. Collaborating across teams to improve accuracy and efficiency in content delivery.
Responsibilities
- Create and maintain structured, reusable knowledge (macros, snippets, internal guides, help articles) that keep both our human and AI agents informed and consistent.
- Translate product and process changes into clear, well-structured knowledge for internal teams and end-users.
- Design and refine conversational flows, tone, and handoff logic so our AI Agent communicates naturally and on-brand.
- Optimise knowledge structures, metadata, and tagging so content is easily discoverable by both humans and AI systems.
- Partner with the AI Operations Lead to audit and improve AI response quality, retrieval accuracy, and content alignment.
- Develop and govern content standards, taxonomy, and review processes to maintain accuracy and scalability.
- Collaborate with Product, GTM and Operations to document new workflows and ensure knowledge reflects current processes.
- Analyse conversation data and feedback to identify knowledge gaps, content improvements, and opportunities for automation.
- Continuously tune tone, clarity, and structure based on user feedback and AI performance data.
- Act as the bridge between AI and human support — ensuring every response, whether automated or manual, feels clear, empathetic, and consistent.
Requirements
- 3–5 years’ experience in knowledge management, content design, support enablement, or conversation design within a SaaS, B2B, or tech environment.
- Exceptional writing and editing skills — able to translate complex information into clear, concise, and engaging content.
- Experience managing knowledge bases, macros, or structured content repositories.
- Familiarity with AI support tools, LLM-based systems, or AI knowledge ingestion processes.
- Understanding of taxonomy, metadata, and content governance frameworks.
- Strong analytical mindset — able to interpret usage data, feedback, and AI metrics to improve content and workflows.
- Excellent collaboration and stakeholder management skills across Product, Ops, and Support.
- Comfortable in a fast-paced environment with evolving tools, systems, and processes.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
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Not specified
Degree requirement
Location requirements
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