Director of Knowledge Management - NAMER

HELLO! I’m Allie, Head of Support at Ashby. 👋 Knowledge is one of the most important levers we have for delivering a great customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how our Specialists resolve tickets, and how many customers never need to file a ticket at all. We have a tenured, talented Knowledge Management team doing excellent work. What we’re missing is someone to unify its work into a single, strategic practice. That’s why we’re hiring our first Director of Knowledge Management. You’ll lead a team of Knowledge Managers and expand the team into new areas, including Digital Support experience and content localization. You’ll set the vision, standards, and operating model that connect our customer-facing Help Center, internal Knowledge Base, and the self-service and in-app experiences built on them, including our AI Assistant. You’ll coach and develop a team that is growing and taking on new kinds of work, and you’ll be the voice of Knowledge in conversations with Support, Customer Success, Product, Engineering, and beyond. ABOUT THE ROLE Today, our Knowledge Managers divide their work between internal and external content. You’ll help the team decide where to focus next, in what order, and how its structure should evolve to deliver on those priorities. Knowledge Management is its own function at Ashby, separate from the internal and external enablement teams. You’ll build strong partnerships with both, defining clear boundaries and handoffs so content is consistent, never duplicated, and never left without an owner. Your team will also co-own the AI Assistant’s self-service experience with Product, helping customers find the right knowledge when and where they need it. You’ll stay close enough to the content to coach with specifics, while relying on your team for the day-to-day execution of knowledge governance. WHAT YOU’LL OWN: Set the Direction for Knowledge - Define the vision, roadmap, and success measures for Knowledge Management across internal and external content. - Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them against team capacity. - Build a clear model for content ownership, governance, and quality, streamlining how content is created, reviewed, and kept current as our product evolves. - Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support. Lead and Develop the Team - Coach and develop Knowledge Managers through specific feedback on their work, clear career paths, and growth opportunities. - Evolve the team’s structure and divide work in the way that best serves customers and the business, with room to move beyond the current internal/external split. - Hire and onboard new team members next year, including Knowledge Managers, a Digital Support experience role, and a localization role. Shape the AI Assistant’s Self-Service Experience - Co-own the AI Assistant’s self-service experience with Product, aligning on strategy, roadmap, and quality and partnering with Support, Support Operations, and Engineering on design and testing. - Help lead both declarative flows (structured, designed paths) and generative flows (AI-composed answers grounded in our content), and decide when each is the right tool. - Shape how content is structured, tagged, and governed so the Assistant surfaces accurate, current answers. Build Our Localization Strategy - Build our localization strategy for Help Center content and drive the translation strategy for Customer Education, balancing quality, speed, and cost. - Define priorities for languages, content types, and tooling, and put processes in place to keep translated content in sync with the source. Measure and Improve Results - Define and report on knowledge health, including content usage, search success, deflection, article quality, freshness, and the impact of knowledge on ticket volume and handle time. Treat deflection as a signal of customer success, not just cost reduction. - Measure how well the AI Assistant resolves customer questions, and use those conversations, ticket trends, customer feedback, and Specialist input to identify gaps and set content priorities. Partner Across Ashby - Work closely with Customer Education and internal enablement in RevOps to align on ownership, standards, and a shared view of the customer and employee learning journey. - Partner with Product Marketing and Engineering so documentation keeps pace with releases and launches. REQUIREMENTS - 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