Director of Knowledge Management

📋 Description

• Define the Knowledge Management vision, strategy, roadmap, and success measures across internal and
• Identify high-impact opportunities, prioritize initiatives against team capacity, and establish
• Champion Knowledge-Centered Service (KCS) practices and encourage their adoption across Support.
• Lead, coach, and develop Knowledge Managers through regular feedback, career development, and
• Evolve the team structure and responsibilities to support changing business priorities, and recruit
• Co-own the AI Assistant’s self-service experience with Product, contributing to strategy, roadmap

🎯 Requirements

• Multiple years of experience leading knowledge management, documentation, or content programs
• Proven experience managing and developing a team of knowledge or content professionals at different
• Experience designing or operating self-service or AI-assisted support experiences, including
• Strong understanding of how knowledge quality, content structure, and governance influence
• Ability to bring together cross-functional teams across Support, Product, Marketing, Engineering
• Experience defining knowledge performance metrics, interpreting data, and using insights to

🎁 Benefits

• Competitive compensation: Canada remote: CAD 160,000–190,000, plus equity. Compensation may vary
• Extended health coverage for employees and dependents, subject to availability through the Employer
• Statutory benefits and, where available, employer-paid supplemental health coverage for
• 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
• A 10-year exercise window for stock options.