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.