Sr. Manager, Knowledge Management & CX Enablement

<h3><strong>The Position</strong></h3> <p><span style="font-weight: 400;">CallRail is looking for a </span>Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients. You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention.&nbsp;</p> <h3><strong>Core Focus </strong></h3> <ul> <li>Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams</li> <li>Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases</li> <li>Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption</li> <li>CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement</li> <li>Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality</li> </ul> <h3><strong>What You'll Do</strong><span style="font-weight: 400;">&nbsp;</span></h3> <ul> <li>Lead, coach, and develop a team of three specialists across technical writing, training, and QA</li> <li>Define and execute a training and enablement strategy that scales alongside product and team growth</li> <li>Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction</li> <li>Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence</li> <li>Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)</li> <li>Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows</li> <li>Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors</li> <li>Drive content creation and auditing cadences; ensure align