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. Benefits: Competitive compensation: Canada remote: CAD 160,000–190,000, plus equity. Compensation may vary based on qualifications, experience, and location. Extended health coverage for employees and dependents, subject to availability through the Employer of Record. Statutory benefits and, where available, employer-paid supplemental health coverage for international employees. Unlimited paid time off, with four weeks recommended annually. Twelve weeks of fully paid family leave for US employees; expansion to other countries is planned as circumstances arise. A 10-year exercise window for stock options. Annual learning and professional development budget of $1,200. One-time $2,000 home-office setup allowance, plus a company-provided laptop. Opportunities to connect with colleagues through an annual company-wide offsite, team offsites, local meetups, and virtual events. Remote working arrangements.