Senior Manager, Value & Impact Management
As Senior Manager, Value & Impact Management, you will play a critical leadership role in advancing Blackbaud’s AI‑first, digital‑led Customer Support strategy. Operating within a highly matrixed environment, this role requires strong strategic thinking, systems leadership, and close cross‑functional partnership with Product, IT, Engineering, and Data & Intelligence to scale modern support capabilities across people, platforms, and AI.
Reporting to the VP, Head of Global Customer Support, you will be accountable for the day‑to‑day execution and long‑term evolution of four tightly connected domains: Digital Support Experience, Enablement & Readiness, GenAI and Agentic AI capabilities, and Knowledge as foundational infrastructure. Together, these domains form the intelligence and execution layer that enables Customer Support to operate predictively, consistently, and at scale.
This role establishes Knowledge as foundational infrastructure, not content, serving as the single source of truth and intelligence backbone for Customer Support. Knowledge quality, structure, and retrieval performance directly define the effectiveness of GenAI and Agentic AI systems, ensuring both human agents and autonomous workflows are grounded in trusted, explainable intelligence.
As Blackbaud continues its shift toward proactive, predictive, and increasingly autonomous support, you will help shape the operating model, governance, and learning loops that connect knowledge, training, digital experience, and AI into a cohesive system, driving measurable improvements in agent effectiveness, customer effort, time to value, and trust.
Success in this role will be defined by the ability to transform knowledge, training, digital experience, and AI agents into a unified intelligence layer for Customer Support. By embedding GenAI, Agentic AI, automation, and continuous learning loops into the foundation of support operations, you will enable both human agents and AI systems to operate with greater speed, accuracy, and confidence.
Through this integrated, AI‑first operating model, you will increase agent effectiveness, accelerate time to resolution, reduce customer effort, and strengthen customer confidence, directly advancing Blackbaud’s mission to deliver a customer‑centric, intelligent, and AI‑powered support experience.
Strategic Leadership & Operating Model
Provide strategic and operational leadership for a multidisciplinary team spanning Digital Support Experience, Enablement & Readiness, Knowledge, and AI enablement.
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Blackbaud 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.
