Director of Knowledge Management - NAMER

The role

You will lead a team of Knowledge Managers to unify knowledge work into a single strategic practice. You will set the vision, standards, and operating model for the customer-facing Help Center, internal Knowledge Base, and AI Assistant experiences.

What you will do

• Define the vision, roadmap, and success measures for Knowledge Management.
• Identify high-impact opportunities to improve the knowledge ecosystem.
• Build a model for content ownership, governance, and quality.
• Champion Knowledge-Centered Service (KCS) practices.
• Coach and develop Knowledge Managers through feedback and career paths.
• Hire and onboard new team members including Knowledge Managers and localization roles.
• Co-own the AI Assistant's self-service experience with Product.
• Build the localization strategy for Help Center content.
• Define and report on knowledge health metrics like deflection and article quality.
• Partner with Customer Education, Product Marketing, and Engineering.

Required qualifications

• Multiple years of experience leading knowledge management or content programs.
• Experience managing a team of content or knowledge professionals.
• Ability to align Support, Product, Marketing, Engineering, and enablement teams.
• Experience designing or operating self-service or AI-assisted support experiences.
• Experience defining success measures for knowledge and using data to prioritize.
• Comfort working in ambiguity.
• Strong writing and editing instincts.
• Experience with KCS or comparable methodologies.

Nice to have

• Experience ideally in B2B SaaS Support or Customer Experience.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• $1,200 annual learning and professional-development budget.
• $2,000 one-time home-office setup budget.
• Company-provided laptop.
• Extended health benefits for you and your dependents.
• Annual company offsite, team offsites, local meetups, and virtual events.

Before you apply

• Take-home assessment - 5 days to complete.

About the company

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. The company has a team of roughly 300 people across 22+ countries.