Director of Knowledge Management

🕒 Outubro 30

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $160.000 - $190.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 20%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 13 dias.
• As vagas desta empresa costumam ser preenchidas em 37 dias.
• 78 vagas abertas para uma equipe de 66 pessoas.

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Ashby

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51 - 200 funcionários

💼 Consultoria

🤝 B2B

👥 RH Tech

Consulting • B2B • HR Tech

A Ashby ajuda empresas em crescimento a alcançarem suas metas ambiciosas. Com a Ashby, equipes de todos os tamanhos podem executar um processo de contratação rápido e eficiente. Confiada por empresas como Opendoor, Figma, Notion, Deel e Modern Treasury.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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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