Director of Knowledge Management

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee Knowledge Managers and broaden the team to include Digital Support experience and content localization.

• Establish the vision, roadmap, standards, operating model, and success metrics for Knowledge Management.

• Identify and prioritize high-impact opportunities within the knowledge ecosystem.

• Define content ownership, governance, and quality assurance processes.

• Advocate for Knowledge-Centered Service methodologies across Support.

• Mentor and develop Knowledge Managers through constructive feedback, career pathways, and growth opportunities.

• Transform team structure and recruit and onboard new team members.

• Collaborate on the AI Assistant self-service experience alongside the Product team.

• Work with Support, Support Operations, and Engineering on the design and testing of the AI Assistant.

• Lead structured and generative self-service interactions.

• Organize content structure, tagging, and governance to ensure accurate responses from the AI Assistant.

• Create the Help Center localization strategy and spearhead the Customer Education translation initiative.

• Determine localization priorities, tools, and synchronization processes.

• Report on knowledge health, content usage, search success, deflection rates, article quality, freshness, ticket volume, and handle time.

• Evaluate AI Assistant resolution performance and utilize feedback and trends to prioritize content updates.

• Collaborate with Customer Education, internal enablement, Product Marketing, and Engineering teams.

⛳️ Requirements

• Several years of experience in leading knowledge management or content programs, preferably in B2B SaaS Support or Customer Experience.

• Proven experience managing a team of content or knowledge professionals, including coaching individuals at various experience levels.

• Capability to align Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards.

• Experience in designing or managing self-service or AI-assisted support experiences, including both structured and generative flows.

• Ability to define success metrics for knowledge and leverage data to prioritize initiatives and make trade-offs.

• Comfort in navigating ambiguity as the first dedicated leader of this function.

• Strong writing and editing skills.

• Familiarity with KCS or similar methodologies.

• Previous experience leading a knowledge program for a B2B SaaS product.

🏝️ Benefits

• 10-year exercise window for stock options.

• Unlimited PTO with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave in the US.

• $1,200 annual budget for learning and professional development.

• One-time $2,000 budget for home-office setup.

• Company-provided laptop.

• Extended health benefits for you and your dependents, subject to availability with the Employer of Record.

• Annual company offsite, team offsites, local meetups, and virtual events.

• Statutory benefits for international employees.

• Employer-paid supplemental health coverage where available.