Director of Knowledge Management US Operations
Benefits
Unlimited PTO
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About the Role:
- This position is for an experienced knowledge management leader to build a strategic function within a growing, remote-first B2B SaaS environment.
- You will align internal and customer-facing knowledge initiatives, improving customer experience and operational effectiveness.
Key Responsibilities:
- Define the KM vision, strategy, roadmap, and success measures across internal and external content.
- Lead and develop a team of Knowledge Managers, championing KCS practices and expanding into digital support and localization.
- Co-own the AI Assistant's self-service experience with Product, ensuring accurate and well-organized content.
Requirements:
- Multiple years of experience leading knowledge management, documentation, or content programs in B2B SaaS Support or Customer Experience.
- Proven experience managing and developing a team, plus strong cross-functional collaboration skills.
- Familiarity with KCS or comparable methodologies and experience defining knowledge performance metrics.
Compensation & Benefits:
- Competitive compensation with equity; salary ranges are provided in CAD for Canada-based employees.
- Unlimited PTO, twelve weeks of paid family leave, extended health coverage, learning budget, and home-office setup allowance.
Undisclosed Company
A growing remote-first B2B SaaS company that builds customer-focused knowledge systems. The culture emphasizes collaboration, continuous learning, and leveraging AI for better self-service experiences.