Director of Knowledge Management
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Job Description
Knowledge Management Director leading content strategy, team development, localization, and AI self-service. Ashby builds hiring products for talent leaders, recruiters, and hiring managers.
Responsibilities:
- Lead Knowledge Managers and expand the team into Digital Support experience and content localization
- Set the vision, roadmap, standards, operating model, and success measures for Knowledge Management
- Identify and sequence high-impact opportunities across the knowledge ecosystem
- Define content ownership, governance, and quality processes
- Champion Knowledge-Centered Service practices across Support
- Coach and develop Knowledge Managers through feedback, career paths, and growth opportunities
- Evolve team structure and hire and onboard new team members
- Co-own the AI Assistant self-service experience with Product
- Partner with Support, Support Operations, and Engineering on AI Assistant design and testing
- Lead structured and generative self-service flows
- Shape content structure, tagging, and governance for accurate AI Assistant answers
- Build the Help Center localization strategy and drive Customer Education translation strategy
- Define localization priorities, tooling, and synchronization processes
- Report on knowledge health, content usage, search success, deflection, article quality, freshness, ticket volume, and handle time
- Measure AI Assistant resolution performance and use feedback and trends to prioritize content
- Partner with Customer Education, internal enablement, Product Marketing, and Engineering
Requirements:
- Multiple years of experience leading knowledge management or content programs, ideally in B2B SaaS Support or Customer Experience
- Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience
- Ability to align Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards
- Experience designing or operating self-service or AI-assisted support experiences, including structured and generative flows
- Experience defining success measures for knowledge and using data to prioritize and make tradeoffs
- Comfort working in ambiguity as the function’s first dedicated leader
- Strong writing and editing instincts
- Experience with KCS or comparable methodologies
- Prior experience leading a knowledge program for a B2B SaaS product
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
- One-time $2,000 home-office setup budget
- 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
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