Senior Level Knowledge Specialist Jobs
Senior level knowledge specialist jobs place experienced professionals in charge of knowledge architecture, program direction, and the teams or systems that sustain organizational learning at scale. Openings cover remote, hybrid, and on-site settings across Technology & Software and Biotechnology & Pharmaceuticals, with employers like eGain, Blackbaud, and Cook Systems hiring at this level now.
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Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.
What you’ll do
We’re looking for a strategic, collaborative, the Principal, Knowledge & AI Transformation to join the YourCause Customer Experience organization. This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.
This role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. You’ll connect knowledge strategy with practical AI transformation, building the trusted content, governance, and retrieval foundations needed to deliver consistent answers and scalable customer outcomes. This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.
Every role at Blackbaud ultimately helps fuel impact for today’s most vital organizations. As Principal, Knowledge & AI Transformation, you’ll:
- Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
- Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
- Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
- Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
- Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
- Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data
- Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
- Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
- Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.
What you’ll bring
- 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
- Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
- Proven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
- Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
- Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
- Experience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
- Proven ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
- Strong analytical and strategic problem-solving capabilities, with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
- Ability to operate with a high degree of autonomy in complex and ambiguous environments, moving effectively between enterprise strategy, program design, and hands-on execution while establishing direction for others.
- Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.
- Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred, with demonstrated experience embedding knowledge-centered practices into day-to-day customer or employee workflows.
- Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube
Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.
What you’ll do
We’re looking for a strategic, collaborative, the Principal, Knowledge & AI Transformation to join the YourCause Customer Experience organization. This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.
This role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. You’ll connect knowledge strategy with practical AI transformation, building the trusted content, governance, and retrieval foundations needed to deliver consistent answers and scalable customer outcomes. This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.
Every role at Blackbaud ultimately helps fuel impact for today’s most vital organizations. As Principal, Knowledge & AI Transformation, you’ll:
- Develop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.
- Establish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.
- Build AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.
- Evaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.
- Drive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.
- Improve knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data
- Promote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.
- Influence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.
- Lead change adoption for new governance practices, tools, processes, and AI-enabled workflows.
What you’ll bring
- 7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.
- Deep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.
- Proven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.
- Demonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.
- Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.
- Experience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.
- Proven ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.
- Strong analytical and strategic problem-solving capabilities, with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.
- Ability to operate with a high degree of autonomy in complex and ambiguous environments, moving effectively between enterprise strategy, program design, and hands-on execution while establishing direction for others.
- Experience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.
- Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred, with demonstrated experience embedding knowledge-centered practices into day-to-day customer or employee workflows.
- Experience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.
Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube
Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
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Who's Hiring
Top Industries Hiring
- Technology & Software
- Biotechnology & Pharmaceuticals
Senior Level Knowledge Specialist Jobs: Frequently Asked Questions
How do I get a senior level knowledge specialist job?
Employers hiring at this level look for candidates who have owned end-to-end knowledge programs, not just contributed to them. Demonstrating that you have designed taxonomy frameworks, led cross-functional initiatives, and measurably improved knowledge accessibility gives you a clear edge. A portfolio of knowledge audits, governance policies, or enterprise content strategies you led personally will strengthen your application more than tenure alone.
Which companies hire senior level knowledge specialists?
Companies hiring senior level knowledge specialists right now include eGain, Blackbaud, and Cook Systems, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to concentrate in large enterprises and consulting firms where knowledge management is a strategic function tied to operational performance and client delivery.
Are there remote senior level knowledge specialist jobs?
Yes, remote work is well established at this level. About 25% of senior level knowledge specialist openings are remote or hybrid as of November 2026, reflecting how knowledge management work is largely documentation- and platform-driven. Senior roles may still require occasional on-site presence for stakeholder alignment or program launches, so confirm the arrangement during the interview process.
What makes a knowledge specialist role senior level?
Senior level knowledge specialist roles are defined by scope, ownership, and influence. Where mid-level roles execute within established systems, senior roles set the direction, design the governance frameworks, and are accountable for outcomes across the organization. Mentoring junior team members, partnering with leadership to align knowledge strategy with business goals, and managing complex multi-stakeholder programs are standard expectations at this stage.
Which industries hire the most senior level knowledge specialists?
Senior level knowledge specialist roles concentrate in Technology & Software and Biotechnology & Pharmaceuticals, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring because they depend on structured knowledge systems to maintain compliance, support distributed workforces, and deliver consistent service or product quality at scale.