160K–190K USD / year
Director of Knowledge Management - NAMER
Customer successRemote — United States, Canada
Published on 2026-10-30
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Ashby is hiring its first Director of Knowledge Management to unify and lead its internal and customer-facing knowledge practice. The role sets the function’s strategy and operating model, develops the Knowledge Management team, and co-owns self-service and AI Assistant experiences with Product. It also establishes localization strategy and measures how knowledge improves customer outcomes.
About the company
Ashby is a technology company that provides a recruitment platform designed to streamline the hiring process for businesses. They serve various sectors with a focus on enhancing talent acquisition and management through innovative engineering and support solutions.
The team
Customer Success, Customer Support, and Support Operations
What you'll do
- Set the Knowledge Management vision, roadmap, success measures, and content governance standards.
- Coach and develop Knowledge Managers, evolve the team structure, and hire for new roles.
- Co-own the AI Assistant self-service strategy and improve structured and generative support flows.
- Build localization priorities and processes for Help Center and Customer Education content.
- Measure knowledge health, search success, deflection, content quality, freshness, and AI resolution.
- Partner with Support, Product, Engineering, Marketing, Customer Education, and enablement teams.
What we're looking for
- Experience leading a knowledge, documentation, or content program and managing knowledge or content professionals.
- Experience designing or operating self-service or AI-assisted support experiences, including structured and generative flows.
- Strong writing and editing skills, with the ability to coach team members using specific feedback.
- Experience setting knowledge success measures and using data to prioritize work.
- Experience with KCS or a comparable methodology.
- Ability to build a function and operating model amid ambiguity and cross-functional dependencies.
Nice to have
- B2B SaaS Support or Customer Experience experience.
Benefits
- Equity, with a 10-year stock-option exercise window.
- Unlimited PTO, with four weeks recommended annually.
- 12 weeks of fully paid family leave in the US.
- $1,200 annual learning and professional-development budget.
- $2,000 home-office setup budget and a company-provided laptop.
- Extended health benefits for employees and dependents, subject to availability.
Hiring process
- 30-minute recruiting call
- 45-minute hiring manager interview
- Take-home assessment, with five days to complete
- 45-minute Support Leadership interview
- Virtual onsite covering customer self-service strategy, team leadership and coaching, and knowledge strategy and operating model
- 30-minute founder interview