• Own the strategy and structure of Bloomerang’s customer knowledge and education systems. • Embody a contagious mindset that drives results and you’re not afraid to fail fast and iterate. • Design and maintain the architecture across the help center, LMS, and other learning platforms. • Establish standards for documentation, learning content, and knowledge structure. • Implement AI-assisted workflows for documentation and educational content creation. • Manage the intake process for product changes and new features. • Partner with Product and Engineering to align knowledge and learning content with releases. • Partner with Customer Marketing & Customer Operations to drive the customer education strategy forward. • Ensure product knowledge is accurate and consistent across help articles, training, and courses. • Identify knowledge gaps through collaboration with Support, Education, and Customer teams. • Lead and develop the team responsible for documentation and customer education content. • Improve how knowledge and learning are surfaced through search, AI support, and training programs.