Hybrid Knowledge & AI Enablement Manager

at Multiverse

• Job title: Knowledge & AI Enablement Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Knowledge & AI Enablement Manager at Multiverse driving structured knowledge for AI and human support. Collaborating across teams to improve accuracy and efficiency in content delivery.

Responsibilities

• Create and maintain structured, reusable knowledge (macros, snippets, internal guides, help articles) that keep both our human and AI agents informed and consistent.
• Translate product and process changes into clear, well-structured knowledge for internal teams and end-users.
• Design and refine conversational flows, tone, and handoff logic so our AI Agent communicates naturally and on-brand.
• Optimise knowledge structures, metadata, and tagging so content is easily discoverable by both humans and AI systems.
• Partner with the AI Operations Lead to audit and improve AI response quality, retrieval accuracy, and content alignment.
• Develop and govern content standards, taxonomy, and review processes to maintain accuracy and scalability.
• Collaborate with Product, GTM and Operations to document new workflows and ensure knowledge reflects current processes.
• Analyse conversation data and feedback to identify knowledge gaps, content improvements, and opportunities for automation.
• Continuously tune tone, clarity, and structure based on user feedback and AI performance data.
• Act as the bridge between AI and human support — ensuring every response, whether automated or manual, feels clear, empathetic, and consistent.

Requirements

• 3–5 years’ experience in knowledge management, content design, support enablement, or conversation design within a SaaS, B2B, or tech environment.
• Exceptional writing and editing skills — able to translate complex information into clear, concise, and engaging content.
• Experience managing knowledge bases, macros, or structured content repositories.
• Familiarity with AI support tools, LLM-based systems, or AI knowledge ingestion processes.
• Understanding of taxonomy, metadata, and content governance frameworks.
• Strong analytical mindset — able to interpret usage data, feedback, and AI metrics to improve content and workflows.
• Excellent collaboration and stakeholder management skills across Product, Ops, and Support.
• Comfortable in a fast-paced environment with evolving tools, systems, and processes.

Benefits

• Health insurance
• Professional development opportunities