Director of Knowledge Management - NAMER

About the Role

Knowledge is one of the most critical levers at Ashby for delivering an exceptional customer experience. Our knowledge ecosystem shapes how customers learn Ashby, how Specialists resolve tickets, and how many customers never need to file a ticket at all. Ashby is hiring its first Director of Knowledge Management to lead a team of Knowledge Managers and expand the practice into new areas, including Digital Support experiences and content localization.

In this role, you will set the vision, standards, and operating model connecting 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 serve as the cross-functional voice of Knowledge in conversations across Support, Customer Success, Product, and Engineering.

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 high-impact opportunities across the knowledge ecosystem and sequence them against team capacity.
• Build a clear model for content ownership, governance, and quality 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 with specific feedback, structured career paths, and growth opportunities.
• Evolve team structure and workload distribution beyond the current internal/external split.
• Hire and onboard new team members, including Knowledge Managers, a Digital Support experience role, and a localization lead.

Shape the AI Assistant’s Self-Service Experience

• Co-own the AI Assistant self-service experience with Product, aligning on strategy, roadmap, and quality.
• Guide declarative flows (structured paths) and generative flows (AI-composed answers), deciding when each is appropriate.
• Shape content structuring, tagging, and governance so the Assistant returns accurate, up-to-date answers.

Build Our Localization Strategy

• Build a localization strategy for Help Center content and translation strategy for Customer Education, balancing quality, speed, and cost.
• Define priorities for languages, content types, and tooling, ensuring translated content stays in sync with source material.

Measure and Improve Results

• Define and report on knowledge health: usage, search success, deflection, article quality, freshness, and impact on ticket volume and handle times.
• Measure AI Assistant resolution efficacy and leverage conversation data, ticket trends, and specialist input to prioritize content updates.

Partner Across Ashby

• Partner with Customer Education and internal enablement in RevOps to align on ownership and learning journeys.
• Work with Product Marketing and Engineering to ensure documentation keeps pace with feature releases and launches.

Requirements

• Multi-year track record leading knowledge management or content programs, establishing strategy and scalable processes (ideally in B2B SaaS Support or CX).
• Proven experience managing, mentoring, and coaching content or knowledge professionals across varying seniority levels.
• Demonstrated ability to connect knowledge across internal and external audiences, aligning cross-functional stakeholders.
• Hands-on experience designing or operating self-service or AI-assisted support experiences (both structured and generative flows).
• Strong analytical approach to defining knowledge metrics and making data-backed prioritization tradeoffs.
• Comfort operating in ambiguity as the inaugural function leader, setting direction from a solid existing foundation.
• Exceptional writing and editing instincts with a dedication to maintaining a high quality bar.
• Experience with KCS or comparable knowledge methodologies.

Interview Process

• Intro call with Recruiting (30 min)
• Hiring Manager interview (45 min)
• Take-home assessment (5 days to complete)
• Support Leadership interview (45 min)
• Virtual Onsite (75 min total)
  • 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)