Retrieval Augmented Generation Rag Jobs in Orem, UT

Make your impact within a rapidly growing Fintech Company

The CXO AI Service Excellence & Operations team sits at the heart of BILL's next-generation customer support experience, designing intelligent, AI-enabled journeys that help small and midsize businesses move money with confidence. As the Senior Manager, AI-First Self-Service Content & Knowledge, you will own the strategy and execution of our global knowledge ecosystem-the foundational "neural network" that powers the BILL Assistant and our AI Agent Assist tools. You'll transform legacy documentation into an AI-optimized, Retrieval-Augmented Generation (RAG) environment that delivers fast, accurate, and trustworthy answers for customers and service representatives. This is a highly visible leadership role for a builder who thrives at the intersection of customer experience, artificial intelligence, and content governance.

Responsibilities:

• Own and execute the end-to-end strategy for BILL's dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiences.
• Architect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectiveness.
• Design and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthy.
• Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interaction.
• Define, monitor, and act on a robust KPI framework (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive continuous improvement in self-service and assisted-service outcomes.
• Orchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI "transaction agents" launch with fully pre-ingested, production-ready knowledge.
• Lead and develop a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and fun.

We'd love to chat if you have:

• 10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment. 
• Proven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use cases. 
• Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and compliance. 
• Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically within AI-assisted or automation-rich environments. 
• Demonstrated ability to lead cross-functional initiatives and teams-setting a clear vision, driving change management, communicating effectively at all levels, and using data and experimentation to prioritize and make decisions.

Visa Sponsorship:  Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.