The Story Behind the Role

The title is 'AI Enablement & Knowledge Specialist.' What does an 'AI-first content strategy' actually look like in practice at Branch?

An 'AI-first' strategy means we build our internal and external knowledge with automation in mind from day one. In this role, you won't just be writing help articles; you'll be structuring information that directly powers our automated support systems. It involves creating a centralized, intelligent knowledge base that enables faster, more accurate resolutions for both our team and our users, ensuring our AI tools are always learning and improving.

Branch's mission is to 'empower workers with financial freedom.' How does this internal-facing role connect to that external mission?

By optimizing our internal knowledge and AI systems, you directly impact our ability to serve users. A highly efficient, well-informed internal team can build, ship, and support our financial products more effectively. Your work ensures that the engine of the company runs smoothly, which allows us to deliver on our promise of providing accessible and frictionless financial services to working Americans. You're not just organizing content; you're helping us scale our mission.

As the AI Enablement & Knowledge Specialist, you will lead Branch’s AI-first content strategy, ensuring all knowledge is accurate, consistent, and optimized for automation. You will partner with subject matter experts and AI specialists to govern and maintain the centralized knowledge base that powers our automated support channels. The ideal candidate is a content governance expert who understands both customer experience and AI optimization, with a proven ability to connect people, processes, and technology for maximum operational impact.

What You'll Do

**Content Governance & Standards:**
Maintain and optimize the AI knowledge base, ensuring consistent content formats, tone, and metadata.
Develop and enforce governance standards for all AI-ready content.
Maintain centralized templates and tagging protocols for SOPs, playbooks, and learning materials.
**Collaboration & Facilitation:**
Guide subject matter experts in creating content with AI-enabled tools.
Support content production across teams, focusing on bot-specific SOPs and playbooks.
Work with the AI Systems & Automation Specialist to operationalize knowledge within automated workflows.
**AI-First Content Strategy:**
Lead the integration of AI into onboarding, SOP creation, and microlearning.
Review AI data for accuracy and accessibility.
Contribute to the development of data points for AI conversations.
**Performance Management & Optimization:**
Monitor AI resolution rates to identify and close knowledge gaps.
Use analytics to measure content performance and drive updates.

What You'll Need

5+ years in knowledge management or a related operational role.
Strong background in content governance, taxonomy, and metadata management.
Experience with AI-powered knowledge platforms and automation tools.
Excellent facilitation skills for guiding cross-functional contributors.
Strong project management and organizational skills.
Familiarity with conversational AI optimization and chatbot/voice automation.