Senior Manager, AI Self-Service Content & Knowledge (Fintech)

TL;DR

Senior Manager, AI Self-Service Content & Knowledge (AI/Fintech): Designing and executing a global AI-optimized knowledge ecosystem for the hirify.global Assistant and AI Agent Assist tools with an accent on RAG architecture, semantic search, and content governance. Focus on transforming legacy documentation into AI-ready structures, implementing KCS practices, and optimizing LLM ingestion quality.

Location: Must have authorization to work in the United States without requiring visa sponsorship now or in the future. Roles are available in San Jose (CA), Draper (UT), or are remote-eligible within the US.

Salary: $128,200 - $188,200 (depending on geographic zone)

Company

hirify.global is a Fintech company that provides financial automation tools to empower small and midsize businesses.

What you will do

• Own the end-to-end strategy for the knowledge ecosystem across customer-facing AI agents, Help Centers, and internal AI Assist tools.
• Architect AI-ready content structures using semantic chunking and conversational patterns to maximize RAG performance and LLM ingestion quality.
• Design and govern enterprise knowledge taxonomies and metadata standards to prevent hallucinations and ensure compliance.
• Mature GenAI-assisted Knowledge-Centered Service (KCS) practices to integrate knowledge capture into customer interactions.
• Define and monitor KPIs such as AI containment, first-contact resolution, CSAT/NPS, and content health.
• Lead a high-performing team of knowledge specialists and content designers.

Requirements

• Authorization to work in the US without visa sponsorship now or in the future.
• 10+ years of leadership experience in content strategy, digital self-service, or CX operations.
• 3+ years directing enterprise Knowledge Management strategy in SaaS or FinTech.
• Hands-on experience deploying RAG architectures, LLM optimization, and semantic search.
• Deep subject matter expertise in KCS principles.
• Proven ability to lead cross-functional initiatives and drive change management using data-driven decisions.

Culture & Benefits

• 100% paid employee health, dental, and vision plans.
• Comprehensive financial security with 401(k), HSA, FSA, and Life Insurance.
• Flexible time off, 11+ observed holidays, and wellness days.
• Employee Stock Purchase Program with discounts.
• Inclusive work environment valuing diverse perspectives and authenticity.