AI Knowledge Manager

<p><strong>Who We Are:</strong></p> <div>&nbsp;</div> <p>At <strong>Bandwidth,</strong> we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach.&nbsp; The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.</p> <p>Because we own the network we build on,<em> the problems you'll solve here are bigger, more complex, and more impactful. </em>And as communications shifts to AI, we're the infrastructure layer making it possible.</p> <p>We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.</p> <p>We're experts who speak like humans. Ready to build what's next? <strong>#JoinTheBand</strong></p> <p><strong>What We Are Looking For:</strong></p> <p>The <strong>AI Knowledge Manage</strong>r ensures content in Bandwidth’s Support Center and internal knowledge base stays accurate, current, and useful. This role owns the full knowledge supply chain for support knowledge — from identifying gaps in the existing content ecosystem to writing, maintaining, and governing the troubleshooting guides and Help Center articles used by support agents and customers alike.</p> <p>Sitting within the Support Intelligence Group (SIG), this role operates at the intersection of content strategy and AI performance. The Knowledge Manager ensures that knowledge assets are not only accurate and current, but structured for AI-readiness — enabling Bandwidth's AI support agent to resolve more issues without human intervention. Every piece of content this role produces and manages directly influences deflection rates, agent confidence, and customer experience at scale.</p> <p>This is an independent contributor role reporting directly to the Sr. Manager, Support Intelligence, and operating as a peer to the AI Support Manager. The two roles are tightly coupled: when the AI support agent underperforms due to a content gap, this role closes it. Success here means the first time Bandwidth answers a question is the last time it has to.</p> <p><strong>What You'll Do:</strong></p> <ul> <li>Own the full lifecycle of internal troubleshooting guides and SOPs — from creation and publication to versioning, review, testing, and retirement — while managing a structured contribution workflow that enables support teams to submit content, with the KM as editorial owner, driving a trustworthy and efficient Copilot experience for agents.</li> <li>Build and maintain the external Help Center, writing articles that serve both the customer experience and AI consumption standards, maintaining coverage across B