People Knowledge Experience Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Build and own a centralized People knowledge ecosystem, including taxonomy, governance, and lifecycle management
• 2
  Establish AI-ready knowledge structures that enable automation, support accurate and compliant AI-assisted experiences, and define the future-state integration between knowledge, case management, and AI support systems.
• 3
  Design how knowledge, intake and support workflows work together to improve self-service and reduce manual case volume
• 4
  Partner on service model evolution, including triage, escalation, and knowledge-driven support design
• 5
  Evaluate and implement tools for knowledge management, search, and AI-enabled delivery to automate People inquiries and improve overall service delivery.
• 6
  Establish clear governance, guardrails, and risk mitigation frameworks for the use of AI within a regulated HR environment to manage both operational and regulatory risk.
• 7
  Establish measurement frameworks and use insights to continuously improve knowledge quality and support outcomes
• 8
  Lead cross-functional programs from planning through execution, driving alignment, delivery, and scalable implementation of systems and workflows
• 9
  Ensure readiness for new programs, policies, and regulatory changes through scalable enablement

Requirements

• Strong understanding of end-user experience in any domain required, with specific experience in People Operations, employee experience, or HR service delivery a plus
• Proven experience in AI-native workflows; specifically using AI to write scripts, structure complex data, and automate manual operations. You should be comfortable using agentic AI tools to bridge the gap between conceptual design and technical implementation.
• You should be comfortable using AI-assisted workflows to accelerate the creation of systems and processes, while also willing to do the hands-on work required to make them real.
• You should be comfortable using agentic AI tools to bridge the gap between conceptual design and technical implementation.
• Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
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Perks & Benefits