Technical Enablement Specialist

The Appalachian Mountain Club (AMC) is a 150-year-old conservation nonprofit focused on outdoor recreation from Maine to Virginia. With over 30 lodges, huts, and volunteer camps & cabins, we believe that by getting people outdoors, we unlock and deepen our community’s commitment to conservation. We partner with local communities, outdoor brands, and government entities to expand our community’s impact.

This is an important moment at The Appalachian Mountain Club. We are on a journey to transform and scale our technology to better meet the needs of our members, volunteers, guests, and staff. Having modern, versatile, easy-to-use technology is critical to our mission to get more people outdoors.

AMC seeks a collaborative Technical Enablement Specialist to own the systems, content, and AI capabilities that power effective technology enablement across our organization. In this role, you will design and configure tools that support and empower staff, volunteers, and members to support AMC’s digital transformation. You will build a living knowledge base, introduce AI-assisted guidance, and drive adoption of new and maturing technology to make finding answers and solving problems faster and easier.

What AMC is Looking For

AMC encourages all interested candidates to apply, even if they do not meet every listed qualification. If you have a passion for the outdoors and believe your skills and experiences align with this role, we welcome your application.

Knowledge management (lead)

• Develop and own a knowledge base for wide variety of functions across AMC.

• Leverage knowledge of AMC’s technology stack to publish clear, concise, high-value KB articles and micro-videos to increase customer satisfaction and reduce repeat issues for maturing systems.

• Build a unified support model through shared article templates, taxonomies, and analytics.

Enablement platform configuration (owner)

• For the AMC community, design and configure ticketing, request forms, queues, SLAs, automations, and routing. • Implement unified categories/tags and dashboards for cross-team visibility (volumes, CSAT, backlog, deflection).

• Ensure tools evolve with business needs through iterative improvement and feedback loops.

AI enablement (agent assist & in-app guidance)

• Build/curate prompt libraries tied to KB; enable agent snippets and draft reply suggestions with guardrails.

• Pilot in-app checklists/tooltips to guide users through high-impact tasks in staff & constituent portals.

• Partner with stakeholders to ensure responsible use of AI, with attention to data privacy, tone, and accuracy.

Cross-team alignment & enablement

• Plan and deliver targeted technical enablement for new and evolving tools including “first success” scenarios and short assessments.

• Run office hours and engaging lightning trainings; grow technical champions within each department.

• Collaborate with teams across the organization (learning & development, marketing, membership, customer support, volunteer relations) to build support journeys for diverse groups including staff, volunteers, and visitors.

• Facilitate retrospectives, manage product backlog, and publish a monthly support & adoption report.