Lead, Knowledge & Learning Systems

What you'll do:

• Build and execute a comprehensive content governance framework that establishes documentation standards, ownership models, and maintenance cycles across both internal and external knowledge bases, getting cross-functional buy-in from department leads
• Evaluate, select, and implement a company-wide LMS that serves both internal employees and external customers, partnering with subject matter experts across the organization to co-create content — with the goal of deflecting 20-30% of "how-to" support tickets and reducing enterprise customers' reliance on live assistance.

We're looking for:

• Proven experience building knowledge systems from scratch with measurable impact on training efficiency, support deflection, or content accessibility—you've done this before and can show the results
• Data-driven decision-making ability to analyze support tickets, search queries, and user behavior patterns to identify content gaps and prioritize high-impact work
• Cross-functional influence without authority—you can build partnerships with Sales, Product, Support, and Operations teams, earning trust as the go-to owner for "how do we teach this?"

Why Join Us?

• Own the entire knowledge strategy for a scaling company—you'll build both internal and external learning systems from the ground up, with executive support and cross-functional partnership
• Direct, measurable impact on company efficiency and customer success—your work will visibly reduce support load, accelerate employee productivity, and improve customer independence