Adoption and Knowledge Manager, AI Transformation

• Own the cohort rollout model and sequence functions by business impact rather than readiness alone.
• Own the champion network, including named owners, review cadence, and completion tracking, and build it into something that runs without you.
• Own the enablement hub and keep it scoped to what each function needs in order to change how it works.
• Convert champion and early adopter practice into reusable assets. Anything built once should be reusable by everyone.
• Design and own the taxonomy that organizes Trustly's knowledge base end to end, defining what counts as the source of truth for each domain.
• Resolve conflicting or duplicate content, and set ownership, review cadence, and update workflows so content doesn't go stale.
• Evaluate knowledge base platforms, lead the selection of the next generation tool, and lead the migration from existing systems.
• Define how the knowledge base connects to Claude and other AI tools, so answers pull from accurate, current content rather than outdated copies.
• Partner with Governance and Compliance to make sure content classification aligns with Trustly's AI in Workplace Policy, particularly around regulated records and data handling.
• Work alongside the existing Knowledge Management team so their work in US Customer Operations is extended rather than duplicated.
• Train content owners across departments and lead the communication and adoption of the rollout company wide.

• Experience running adoption or change programs through a distributed champion or advocate network.
• Experience building or restructuring a company wide taxonomy or knowledge base, ideally from a fragmented starting point.
• Experience selecting and implementing a knowledge management or content platform.
• Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to actually follow them.
• Experience working cross functionally to migrate content out of scattered tools and into one system.
• Experience preparing content for AI retrieval or grounding, such as metadata design or structured tagging, a strong plus.
• Background in information architecture, technical writing, or content strategy a plus.
• Familiarity with Claude or similar AI assistants and how they use connected knowledge sources a plus.

At Trustly, you'll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we're shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong - a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.