{"id":3709475,"url":"https://alion.io/job/blackbaud-principal-knowledge-ai-transformation","title":"Principal, Knowledge & AI Transformation","company":{"id":36535,"name":"Blackbaud","domain":"blackbaud.com","url":"https://alion.io/company/blackbaud","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":77700,"max":104500,"currency":"USD","period":"year","gross":null,"usd_annual":104500},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"Copilot","optional":false},{"name":"RAG","optional":false},{"name":"Salesforce","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Zendesk","optional":false},{"name":"Instagram","optional":true},{"name":"LinkedIn","optional":true},{"name":"X (Twitter)","optional":true},{"name":"YouTube","optional":true}],"status":"live","first_seen_at":"2026-11-03T22:19:27Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T21:58:22Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software provider exclusively dedicated to fueling social impact, you can expand what is possible across the nonprofit and education sectors and work with companies committed to social responsibility, so you can expand what is possible.\nWhat you’ll do\nWe’re looking for a strategic, collaborative, the Principal, Knowledge & AI Transformation to join the YourCause Customer Experience organization. This senior individual contributor will shape how knowledge is created, governed, discovered, and used across Customer Success, Support, Enablement, customer self-service, and AI-enabled experiences.\nThis role will ensure knowledge is accurate, trusted, discoverable, reusable, and structured for both human and AI consumption. You’ll connect knowledge strategy with practical AI transformation, building the trusted content, governance, and retrieval foundations needed to deliver consistent answers and scalable customer outcomes. This is an opportunity to lead purpose-driven innovation while partnering across Customer Experience, Product, Operations, and Technology.\nEvery role at Blackbaud ultimately helps fuel impact for today’s most vital organizations. As Principal, Knowledge & AI Transformation, you’ll:\nDevelop and lead a unified knowledge strategy by defining architecture, taxonomy, ownership, content standards, and lifecycle governance.\nEstablish content standards, governance practices, taxonomy, metadata, ownership, and lifecycle management processes.\nBuild AI-ready knowledge by establishing standards for structure, source authority, retrieval quality, response accuracy, and ongoing evaluation for assistants, copilots, self-service, and agentic workflows.\nEvaluate opportunities to use AI to accelerate knowledge creation, classification, maintenance, discovery, and continuous improvement.\nDrive measurable AI transformation by moving opportunities from concept through implementation and adoption, and connecting outcomes to customer effort, resolution effectiveness, and employee productivity.\nImprove knowledge health and self-service effectiveness by using search behavior, content usage, case trends, customer feedback, and AI performance data\nPromote Knowledge-Centered Service practices that integrate knowledge capture and improvement into daily work.\nInfluence knowledge-first ways of working by partnering across Customer Success, Customer Support, Enablement, Customer Experience Operations, Product, and Technology.\nLead change adoption for new governance practices, tools, processes, and AI-enabled workflows.\nWhat you’ll bring\n7+ years of related experience in enterprise knowledge management, customer experience transformation, digital transformation, AI enablement, or a related discipline, with demonstrated progression into enterprise-level strategy and leadership as a senior individual contributor.\nDeep expertise in enterprise knowledge management, including knowledge architecture, taxonomy, metadata, governance, content lifecycle, search, self-service, and designing content for both human and AI consumption.\nProven experience defining and leading enterprise knowledge strategy, including establishing governance models, standards, ownership structures, measurement frameworks, and operating practices across multiple functions or business areas.\nDemonstrated success leading AI-enabled transformation from strategy through implementation, adoption, and measurement, with the ability to identify high-value opportunities, translate them into scalable solutions, and demonstrate measurable business and customer outcomes.\n Applied expertise in AI-enabled knowledge experiences, including retrieval-augmented generation (RAG), grounding, knowledge retrieval, evaluation methodologies, response quality and accuracy, and responsible AI governance.\nExperience improving the quality and reliability of AI-powered experiences by establishing authoritative sources, content and retrieval standards, evaluation frameworks, and continuous-improvement practices.\nProven ability to influence senior leaders and cross-functional stakeholders without direct authority, build alignment across competing priorities, and drive enterprise-wide changes in processes, behaviors, tools, and ways of working.\nStrong analytical and strategic problem-solving capabilities, with experience using search behavior, content performance, case trends, customer feedback, adoption metrics, and AI performance data to identify opportunities and guide investment and prioritization.\nAbility to operate with a high degree of autonomy in complex and ambiguous environments, moving effectively between enterprise strategy, program design, and hands-on execution while establishing direction for others.\nExperience with enterprise knowledge and AI platforms such as Salesforce Knowledge, SharePoint, Microsoft Copilot, ServiceNow, Zendesk, or comparable platforms, including experience connecting technology capabilities to broader knowledge strategy and operating models.\n Knowledge-Centered Service (KCS) certification or comparable formal training in enterprise knowledge management preferred, with demonstrated experience embedding knowledge-centered practices into day-to-day customer or employee workflows.\nExperience in social impact, corporate social responsibility, nonprofit technology, or philanthropic technology is a plus.\nStay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube\nBlackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.\nBlackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.\nThe starting base pay is $77,700.00 to $104,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:\nMedical, dental, and vision insurance\n\nRemote-flexible workforce\n\nWellness Programs\n\n401(k) program with employer match\n\nFlexible paid time off\n\nGenerous Parental Leave\n\nDonations for Doers\n\nPet insurance, legal and identity protection\n\nTuition reimbursement program","description_format":"text","description_chars":6761,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Parental leave","Vision insurance","Wellness"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Domain Registrars & Registries","EdTech Platforms","Payment Processing & Gateways","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-11-03T22:19:27Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2 · green card filings: 1","filings_12m":2,"filings_prev_12m":6,"green_card_filings_12m":1,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":104500,"is_top_pay":false},"html_url":"https://alion.io/job/blackbaud-principal-knowledge-ai-transformation","json_url":"https://alion.io/job/blackbaud-principal-knowledge-ai-transformation.json","meta":{"generated_at":"2026-11-06T00:41:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1140,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":36535},"rest":"https://alion.io/mcp/rest/get_company?id=36535"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackbaud-principal-knowledge-ai-transformation"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackbaud-principal-knowledge-ai-transformation"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackbaud-principal-knowledge-ai-transformation"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackbaud-principal-knowledge-ai-transformation\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-principal-knowledge-ai-transformation"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3709475}},{"tool":"search_jobs","arguments":{"company":"blackbaud.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3709475},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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