Manager, Knowledge Systems & Automation

About SurveyMonkey

SurveyMonkey is the world's most popular platform for surveys and forms, built for business. We combine powerful capabilities with intuitive design, serving every use case from customer experience to employee engagement, market research to payment and registration forms.

What We're Looking For

We're seeking a forward-thinking leader to execute our self-service strategy across our Help Center and customer-facing chatbot. You'll design and run the information architecture and knowledge systems that power AI-driven support.

Responsibilities

• Lead a team of technical writers and conversational designers
• Design information architecture and knowledge systems for AI-driven support
• Ensure customers get the right answer at the right time through content, automation, or seamless handoff to support
• Drive down transactional contacts while maintaining strong customer satisfaction