Director of Knowledge Management

🔥 21 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $160k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 21%

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• 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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