Director of Knowledge Management - NAMER
Core
Lead the Knowledge Management function to unify internal and external content, shape the AI Assistant's self-service experience, and drive localization strategy for a B2B SaaS support ecosystem.
Role type
Director of Knowledge Management (Strategic IC + Team Lead)
Builds
Unified knowledge ecosystem (Help Center, internal KB, AI Assistant self-service), localization strategy, and scalable content governance.
Domain
B2B SaaS, Customer Support, AI-assisted support
Required skills
Knowledge management strategy, team leadership, cross-functional partnership, AI-assisted support design, data-driven prioritization, KCS methodology, technical writing
Preferred skills
Experience in B2B SaaS support, building processes from scratch, coaching diverse talent, defining success metrics
Technologies
AI Assistant, Help Center platforms, localization tools
Responsibilities
Define vision and roadmap for knowledge management; coach and develop a growing team of Knowledge Managers; co-own AI Assistant self-service experience with Product; build localization strategy for content; measure knowledge health and impact on ticket volume; partner with Support, Product, and Engineering to align standards.
Seniority
Director, first-in-role, building a function from foundation