Director of Knowledge Management

🕒 vor 11 Tagen

🌐 Vereinigte Staaten, Kanada – Remote

🇺🇸 Vereinigte Staaten – Remote 🇨🇦 Kanada – Remote

💵 $160.000 - $190.000 / Jahr

⏰ Vollzeit

🔴 Experte

👔 Direktor

👻 Geisterscore 20%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Warum dieser Wert:

• Seit 11 Tagen offen.
• Stellen bei diesem Unternehmen werden meist in 37 Tagen besetzt.
• 79 offene Stellen bei 66 Mitarbeitenden.

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Ashby

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

💼 Beratung

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby unterstützt skalierende Unternehmen dabei, ihre ehrgeizigen Wachstumsziele zu erreichen. Mit Ashby können Teams jeder Größe einen schnellen und effizienten Hiring-Prozess durchführen. Unternehmen wie Opendoor, Figma, Notion, Deel und Modern Treasury vertrauen auf Ashby.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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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