Director of Knowledge Management

Accountabilities • Define the Knowledge Management vision, strategy, roadmap, and success measures across internal and external content.

• Identify high-impact opportunities, prioritize initiatives against team capacity, and establish clear content ownership, governance, quality, and maintenance standards. • Champion Knowledge-Centered Service (KCS) practices and encourage their adoption across Support. • Lead, coach, and develop Knowledge Managers through regular feedback, career development, and opportunities for growth. • Evolve the team structure and responsibilities to support changing business priorities, and recruit and onboard additional specialists in Knowledge Management, Digital Support, and localization. • Co-own the AI Assistant’s self-service experience with Product, contributing to strategy, roadmap, quality standards, design, and testing. • Guide the use of both structured, declarative support flows and generative AI responses, ensuring content is accurate, relevant, and well organized. • Develop a localization strategy for Help Center content and guide translation priorities for Customer Education, balancing quality, speed, and cost. • Establish metrics to monitor knowledge health, including content usage, search success, ticket deflection, article quality, freshness, ticket volume, and support handle time. • Evaluate AI Assistant effectiveness using customer conversations, ticket trends, feedback, and Specialist insights to identify knowledge gaps and improvement opportunities. • Build strong partnerships with Customer Education, internal enablement, Product Marketing, Engineering, Support Operations, and other teams to align content ownership, standards, and release processes.

Requirements:

• Multiple years of experience leading knowledge management, documentation, or content programs, including setting strategy and building scalable processes, ideally within B2B SaaS Support or Customer Experience. • Proven experience managing and developing a team of knowledge or content professionals at different experience levels. • Experience designing or operating self-service or AI-assisted support experiences, including structured and generative workflows. • Strong understanding of how knowledge quality, content structure, and governance influence self-service effectiveness and AI-generated answers. • Ability to bring together cross-functional teams across Support, Product, Marketing, Engineering, Customer Success, and enablement around shared standards and clear ownership. • Experience defining knowledge performance metrics, interpreting data, and using insights to prioritize initiatives and make informed trade-offs. • Familiarity with KCS or comparable knowledge management methodologies. • Excellent writing and editing skills, with the ability to maintain high content standards and provide detailed, constructive feedback. • Strong people leadership, communication, and collaboration skills, with the ability to coach individuals and support career growth. • Comfort working in ambiguity and building a function’s strategy, structure, and processes while developing existing foundations. • A hands-on leadership approach, combining strategic direction with practical engagement in content quality and team execution.