Director of Knowledge Management - NAMER

Ashby • ,

2d • $160,000 - $190,000

About The Position

Ashby is hiring its first Director of Knowledge Management to unify the work of its Knowledge Management team into a strategic practice. The Director will lead and develop Knowledge Managers, expand the team into Digital Support experience and content localization, and establish the vision, standards, and operating model connecting the customer-facing Help Center, internal Knowledge Base, self-service and in-app experiences, and AI Assistant. The role balances strategic leadership with close engagement in content quality and coaching, while relying on the team for day-to-day knowledge governance.

The Director will set priorities for internal and external knowledge, define ownership and governance in partnership with enablement teams, and co-own the AI Assistant self-service experience with Product. The role also builds localization strategy, measures knowledge and AI Assistant effectiveness, and partners across Support, Customer Success, Product, Engineering, Marketing, Customer Education, and RevOps. Ashby has an experienced team and a strong foundation, but the team’s future structure and operating model are still developing, and several roles are planned for hiring.

Requirements

• Multiple years of experience leading knowledge management or content programs, setting strategy, and building scalable processes, ideally in B2B SaaS Support or Customer Experience.
• Experience managing a team of content or knowledge professionals and coaching people with different levels of experience.
• Ability to connect knowledge across internal and external audiences and align Support, Product, Marketing, Engineering, and enablement teams around ownership and shared standards.
• Experience designing or operating self-service or AI-assisted support experiences, including structured and generative flows, and understanding how knowledge quality affects performance.
• Experience defining knowledge success measures and using data to prioritize and make tradeoffs.
• Comfort with ambiguity and building direction as a function’s first dedicated leader while building on existing practices.
• Strong writing and editing instincts and willingness to give specific feedback and maintain a high quality bar.
• Experience with KCS or comparable methodologies.
• Background must include both managing a knowledge or content team and setting strategy for a knowledge, documentation, or content program.
• Experience designing or operating self-service or AI-assisted support experiences is required; candidates seeking sole ownership of AI product decisions or work only within their own team may not fit the role.

Responsibilities

• Define the vision, roadmap, and success measures for Knowledge Management across internal and external content.
• Identify high-impact opportunities to improve the knowledge ecosystem and sequence them according to team capacity.
• Establish content ownership, governance, and quality practices, including processes to create, review, and maintain content as the product evolves.
• Champion Knowledge-Centered Service (KCS) practices and drive their adoption across Support.
• Coach and develop Knowledge Managers through specific feedback, career paths, and growth opportunities.
• Evolve the team’s structure and allocation of work to serve customers and the business, including moving beyond the current internal/external split.
• Hire and onboard planned team members, including Knowledge Managers, a Digital Support experience role, and a localization role.
• Co-own the AI Assistant’s self-service strategy, roadmap, and quality with Product; partner with Support, Support Operations, and Engineering on design and testing.
• Help lead structured declarative flows and generative flows grounded in company content, and determine when each approach is appropriate.
• Shape content structure, tagging, and governance so the AI Assistant surfaces accurate and current answers.
• Develop a localization strategy for Help Center content and drive the translation strategy for Customer Education, balancing quality, speed, and cost.
• Set priorities for languages, content types, and tooling, and establish processes to keep translated content synchronized with source content.
• Define and report on knowledge health, including usage, search success, deflection, article quality, freshness, and effects on ticket volume and handle time.
• Measure AI Assistant resolution of customer questions and use conversations, ticket trends, customer feedback, and Specialist input to identify gaps and prioritize content.
• Partner with Customer Education and internal enablement in RevOps on ownership, standards, and a shared view of customer and employee learning journeys.
• Partner with Product Marketing and Engineering so documentation keeps pace with product releases and launches.
• Build strong partnerships with internal and external enablement teams, defining boundaries and handoffs to keep content consistent, avoid duplication, and ensure ownership.

Benefits

• Unlimited PTO, with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US; the company plans to expand this to employees in other countries as situations arise.
• $1,200 annual learning and professional-development budget.
• One-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment.
• Company-provided laptop.
• Extended health benefits for employees and dependents, subject to availability through the Employer of Record.
• 10-year exercise window for stock options.
• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
• International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed