Director of Knowledge Management - NAMER
New
A
AshbyB2B SaaS
Location: Remote - US; Secondary Locations: Remote - CanadaFull-TimeDirector
Salary$160K - $190K; $160K – $190K • Offers Equity • Multiple Ranges; US - Remote: US - Remote $160K – $190K • Offers Equity; Canada - Remote: US - Remote CA$160K – CA$190K • Offers Equity; NYC, San Francisco: US - Remote CA$184K – CA$218K • Offers Equity
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Job Details
- Experience
- Multiple years of experience leading knowledge management or content programs
- Required Skills
- Team management
Requirements
- Have multiple years of experience leading knowledge management or content programs, setting strategy, and building scalable processes.
- Bring experience managing a team of content or knowledge professionals and coaching people at different experience levels.
- Have experience designing or operating self-service or AI-assisted support experiences, including structured and generative flows.
- Understand how knowledge quality shapes self-service and AI-assisted support performance.
- Have experience defining knowledge success measures and using data to prioritize and make tradeoffs.
- Be able to align Support, Product, Marketing, Engineering, and enablement teams around shared standards and clear ownership.
- Bring strong writing and editing instincts and the ability to give specific feedback on content.
- Have experience with KCS or comparable methodologies.
- Ideally have experience in B2B SaaS Support or Customer Experience.
- Be comfortable building a function’s direction and operating model in an ambiguous environment.
Responsibilities
- Define the vision, roadmap, and success measures for Knowledge Management across internal and external content.
- Identify high-impact opportunities and sequence them against team capacity.
- Build content ownership, governance, and quality processes.
- Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support.
- Coach and develop Knowledge Managers, provide specific feedback, and establish career paths and growth opportunities.
- Evolve the team structure and hire and onboard Knowledge Managers and new Digital Support experience and localization roles.
- Co-own the AI Assistant’s self-service strategy, roadmap, quality, design, and testing with Product, Support, Support Operations, and Engineering.
- Shape content structure, tagging, and governance so the AI Assistant surfaces accurate, current answers.
- Build Help Center localization strategy and drive Customer Education translation strategy, including language and tooling priorities.
- Measure knowledge health and AI Assistant outcomes, using conversations, ticket trends, customer feedback, and Specialist input to set content priorities.
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