Senior Manager, AI Self-Service Content & Knowledge

Innovate with purpose

At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team thats ready to tackle challenges and build cutting-edge solutions. We value purpose drive and curiosityand we thrive in a fast-paced ever-changing environment. Whether in one of our offices in San Jose CA Draper UT or in a remote-eligible role BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. Were committed to building a workplace that fosters inclusion and diverse perspectives valuing each persons unique skills and experiences. Wed love to hear from youyou might be just what were looking for whether in this role or another.

Lets give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

The CXO AI Service Excellence & Operations team sits at the heart of BILLs next-generation customer support experience designing intelligent AI-enabled journeys that help small and midsize businesses move money with confidence. As the Senior Manager AI-First Self-Service Content & Knowledge you will own the strategy and execution of our global knowledge ecosystemthe foundational neural network that powers the BILL Assistant and our AI Agent Assist tools. Youll transform legacy documentation into an AI-optimized Retrieval-Augmented Generation (RAG) environment that delivers fast accurate and trustworthy answers for customers and service representatives. This is a highly visible leadership role for a builder who thrives at the intersection of customer experience artificial intelligence and content governance.

Responsibilities:

• Own and execute the end-to-end strategy for BILLs dual-surface knowledge ecosystem across the customer-facing AI Support Agent Help Center and internal AI Agent Assist experiences.
• Architect and continuously refine AI-ready content structures (including semantic chunking templates and conversational patterns) to maximize LLM ingestion quality RAG performance and semantic search effectiveness.
• Design and govern enterprise knowledge taxonomies metadata standards and content lifecycle processes to reduce duplication prevent hallucinations and ensure content is accurate highly personalized compliant and trustworthy.
• Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture curation and enrichment become a natural byproduct of every customer interaction.
• Define monitor and act on a robust KPI framework (e.g. AI containment first-contact resolution CSAT/NPS handle time and content health) to drive continuous improvement in self-service and assisted-service outcomes.
• Orchestrate cross-functional alignment with Service Systems & Tools IT Product and CX leadership to embed knowledge flows directly into platforms and ensure new products features and AI transaction agents launch with fully pre-ingested production-ready knowledge.
• Lead and develop a high-performing team of knowledge specialists and content designers fostering a values-driven culture that is humble authentic passionate accountable and fun.

Wed love to chat if you have:

• 10 years of proven leadership experience in content strategy digital self-service or customer experience operations with a minimum of 3 years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment.
• Proven track record of implementing generative AI concepts and tooling at scale including hands-on experience deploying RAG architectures LLM optimization semantic search and designing content specifically for AI and agent assist use cases.
• Demonstrated success designing and managing enterprise-level knowledge taxonomies metadata models content chunking strategies and governance frameworks that ensure accuracy consistency and compliance.
• Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows specifically within AI-assisted or automation-rich environments.
• Demonstrated ability to lead cross-functional initiatives and teamssetting a clear vision driving change management communicating effectively at all levels and using data and experimentation to prioritize and make decisions.

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Whats in it for you

Redefining how businesses automate their work is a fast-paced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 100% paid employee health dental and vision plans (choose HMO PPO or HDHP)
• HSA & FSA accounts
• Life Insurance Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11 Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact . To ensure a fair evaluation our Candidate Integrity Policy prohibits the use of unapproved external assistance including generative AI during live interviews or assessments. Doing so will result in a review and potential disqualification.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.