Director of Knowledge Management - NAMER

Required

• Multiple years of experience leading knowledge management or content programs, setting strategy and building processes that scale with the business, 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 connect knowledge across internal and external audiences, aligning 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 both structured and generative flows, and a point of view on how knowledge quality shapes their performance.
• 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, building on existing practices while setting a clear direction.
• Strong writing and editing instincts. You’ll stay close enough to the work to set a high quality bar and give specific feedback.
• Experience with KCS or comparable methodologies.
• You should apply if:
• You’ve led a knowledge management, documentation, or content program and managed a team of knowledge or content professionals.
• You’ve designed or operated self-service or AI-assisted support experiences, including structured and generative flows, and understand how knowledge quality affects their performance.
• You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow.