[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Director of Knowledge Management – NAMER AI Summary Ashby is hiring its first Director of Knowledge Management to set the strategy and operating model for customer-facing and internal knowledge. The leader will manage and grow a Knowledge Management team, establish governance and KCS practices, and coordinate ownership across Support, Product, Engineering, Marketing, and enablement. The role co-owns AI Assistant self-service experiences, including structured and generative answer flows grounded in governed content. It also owns localization strategy and measurement of content quality, search success, deflection, ticket impact, and self-service performance. This is a senior, hands-on people leadership role for an experienced B2B SaaS knowledge or content-program leader.[Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md)SalaryUSD 160k–190k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished7 Nov 2026Apply before7 Dec 2026Listing views48Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Hello! I’m Allie, Head of Support at [Ashby](https://jobicy.com/company/ashby.md). 👋 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 their performance. * You’re a strong writer and editor who can give specific feedback on the work, coach people at different levels, and help them grow. * You see knowledge as a strategic lever for customer experience and can bring teams together around clear ownership, shared standards, and measurable results. * You’re excited to build on an experienced team, shape how the function operates, and expand into new areas like Digital Support experience and localization. ### You should not apply if: * Your background doesn’t include both managing a knowledge or content team and setting strategy for a knowledge, documentation, or content program. * You haven’t designed or operated self-service or AI-assisted support experiences. * You want a purely strategic role that keeps you removed from the content and the detailed feedback your team needs. * You need a fully built, fully staffed function or an established playbook to step into. We have a strong foundation, but several roles are still to be hired and the operating model is still taking shape. * You want sole ownership of AI product decisions or prefer to work only within a team you manage. This role depends on shared decisions with Product and strong partnerships across Ashby. ### About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at [ashbyhq.com](http://ashbyhq.com). ### About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: * We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. * We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. * We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process. You can take a look at our[Leadership Principles](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. ### Interview process Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical leadership, people management, communication, judgment, and cross-functional collaboration. * Intro call with Recruiting — 30 min * Hiring Manager interview — 45 min * Take-home assessment – 5 days to complete * Sr. Leadership interview — 45 min * Virtual Onsite — 75 min Customer Self-Service Strategy — 30 min * Knowledge Team Leadership and Coaching — 30 min * Knowledge Strategy and Operating Model — 30 min * Closing Questions — 15 min * Founder interview — 30 min ### Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. * 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable. * Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. * A $1,200 annual learning and professional-development budget. * A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. * Extended health benefits for you and your dependents (subject to availability with our Employer of Record) * Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. Show more [Apply now >](https://jobicy.com/jobs/159563-director-of-knowledge-management-namer.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightЭто роль первого руководителя функции: необходимо одновременно определить стратегию, построить процессы, развивать команду и согласовать работу множества смежных подразделений. Сложность повышают совместная ответственность за AI self-service, локализация и необходимость принимать решения в условиях неполной определённости. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$175,000US market range (per year)$155k–$210k0$231.00k AI insightРаботодатель указывает базовый годовой диапазон $160,000–$190,000 USD; медиана диапазона составляет $175,000 в год. Оценочный рыночный диапазон для директора по knowledge management в B2B SaaS в США составляет $155,000–$210,000 в год и приведён для ориентира, а не как проверенное исследование рынка. ## Core skills Skills and capabilities most closely associated with this opportunity. [Knowledge management strategy](https://jobicy.com/jobs?search_keywords=Knowledge%20management%20strategy.md)[Knowledge-Centered Service](https://jobicy.com/jobs?search_keywords=Knowledge-Centered%20Service.md)[People management](https://jobicy.com/jobs?search_keywords=People%20management.md)[Content governance](https://jobicy.com/jobs?search_keywords=Content%20governance.md)[Customer self-service](https://jobicy.com/jobs?search_keywords=Customer%20self-service.md)[AI-assisted support](https://jobicy.com/jobs?search_keywords=AI-assisted%20support.md)[Generative AI](https://jobicy.com/jobs?search_keywords=Generative%20AI.md)[Help center management](https://jobicy.com/jobs?search_keywords=Help%20center%20management.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Content localization](https://jobicy.com/jobs?search_keywords=Content%20localization.md)[Content analytics](https://jobicy.com/jobs?search_keywords=Content%20analytics.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[Technical writing](https://jobicy.com/jobs?search_keywords=Technical%20writing.md)[Program roadmap development](https://jobicy.com/jobs?search_keywords=Program%20roadmap%20development.md) Sample interview questionsHow would you create a unified knowledge strategy across a customer Help Center, an internal knowledge base, and in-app self-service?I would begin with an inventory of audiences, content types, ownership, quality gaps, and current customer journeys. I would establish shared standards, a clear content lifecycle, and an ownership model while preserving distinct formats where internal and external users have different needs. I would then prioritize roadmap work using customer impact, operational cost, product-change risk, and team capacity. How would you measure the effectiveness of Ashby’s knowledge ecosystem? I would use a balanced scorecard covering article usage, search success, freshness, quality-review results, self-service resolution, ticket deflection, handle time, customer feedback, and recurring support themes. Metrics should be segmented by journey and content area so that we can identify whether a problem is discoverability, content quality, product usability, or an AI-answering issue. I would pair quantitative signals with Specialist feedback and ticket reviews. How would you improve the quality of answers delivered by an AI support assistant? I would first ensure that source content has clear ownership, metadata, structure, review dates, and version control. I would define answer-quality criteria such as accuracy, grounding, completeness, appropriate escalation, and citation or linking behavior, then test representative customer questions regularly. Insights from failed searches, unresolved assistant conversations, and support tickets would feed a prioritized content and experience backlog. Describe how you would coach a team of Knowledge Managers while remaining close to the work without micromanaging. I would set clear outcomes, quality standards, decision rights, and career expectations, then use regular reviews of real deliverables to provide specific, actionable feedback. Team members should own execution and propose solutions, while I remove blockers, calibrate quality, and help them develop stronger strategic judgment. I would also create peer-review practices and documentation so quality is scalable rather than dependent on one leader. What approach would you take to launching a content localization program? I would prioritize languages and content areas based on customer demand, revenue relevance, support volume, regulatory needs, and product complexity. I would select workflows and tools that support translation memory, terminology management, source-content change alerts, review ownership, and quality assurance. The program would launch with a focused pilot, establish measurable quality and turnaround targets, and expand only after the maintenance model is proven. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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