WayFinding is Transcarent’s next-generation AI powered navigation product for everyday health and care conditions – it is the first AI product of its kind, and this role will be a core member of the WayFinding team. The Benefits Consultant AI Knowledge Manager will work across product, engineering, implementation, and client success teams to create, manage, and maintain benefits content knowledge bases used by internal teams and our AI tools. This role is a great fit for innovation-minded individuals who have expertise in employer benefits and wish to work with product teams at a fast-growing startup building a next-gen AI benefits navigation product.  

What you will do  

Knowledge Base Implementation and Management –80% of time 

• Collaborate with client success, sales, solution managers, and client implementation teams to ensure the successful implementation of the WayFinding product for new customers. Work with Transcarent clients and clients’ benefit consultants to understand their employee benefits design and translate it into structured content for internal knowledge bases
• Manage client testing and QA of AI knowledge during implementation cycles
• Create, update, and continually maintain knowledge bases scoped to Transcarent clients’ benefit ecosystems and Transcarent products
• Manage content change requests and support time sensitive knowledge base updates
• Continually test and improve knowledge base content for AI system compatibility and performance optimization 

Support Development of AI Knowledge Management Tools and Operations – 20% of time 

• You will work directly with product managers, engineers, and designers as a key member and SME to develop tooling to improve the AI knowledge management process. 
• You will work directly with Machine Learning Engineers as a SME to establish automated QA systems for AI knowledge bases  
• You will help establish and continually improve AI knowledge management processes and standard operation procedures 

Preferred Qualifications 

• Bachelor’s degree or equivalent professional experience
• 4-6 years of experience working on global or regional employee benefits programs and related consulting services to large employers, or equivalent experience in employer total rewards teams.  
• Client-facing experience in benefits consulting is strongly preferred. 
• Experience in benefits design and management, such as experience designing and evaluating benefits packages, interpreting and communicating complex benefits plan designs and programs. The ability to read and interpret a benefit plan SPD is required.
• Content management experience within tech or healthcare industries with experience in content architecture (creation, storage, retrieval and delivery systems), managing complex knowledge bases, databases or digital assets)
• A strong interest in AI and Machine learning technologies, Large Language Models, and a willingness to learn about how they work and how to improve them 

Nice to have 

• Previous experience collaborating with product, design, and engineering teams from roadmap to delivery 
• Experience with digital asset management tools - Contentful, Figma
• Experience with basic data analysis methods and tools - Excel, Tableau, Mixpanel, PowerBI, Python
• Experience in using LLM products to improve operational workflows - GPT, Claude, Gemini 

Additional skills you’ll learn in this role 

• You’ll gain fundamental knowledge of Large Language Models (LLMs) based products, including Retrieval Augmented Generation systems
• You’ll learn fundamental QA, testing, and validation methods used for Artificial Intelligence products
• You’ll gain proficiency in tools and methods to manage and diagnose issues in LLM products