Director of Knowledge Management

Job Summary

To unify and enhance the knowledge ecosystem, the full-time remote Director of Knowledge Management will lead a team of Knowledge Managers, setting the vision and standards for internal and external content while collaborating across departments to improve customer experience and self-service solutions.

Key responsibilities

• Define the vision, roadmap, and success measures for Knowledge Management, focusing on content ownership and governance
• Coach and develop the Knowledge Management team, evolving its structure and hiring new members as needed
• Shape the AI Assistant's self-service experience by aligning strategies and collaborating with Product and Support teams

Required qualifications

• Multiple years of experience leading knowledge management or content programs in a B2B SaaS environment
• Proven track record of managing a team of content or knowledge professionals and coaching at various experience levels
• Experience designing or operating self-service or AI-assisted support experiences
• Ability to define success measures for knowledge and utilize data for prioritization
• Strong writing and editing skills, with experience in KCS or comparable methodologies