Director of Knowledge Management - NAMER

📋 Description

• Define the vision, roadmap, and success measures for Knowledge Management across internal and
• Identify the highest-impact opportunities to improve the knowledge ecosystem and sequence them
• Build a clear model for content ownership, governance, and quality, streamlining how content is
• Champion Knowledge-Centered Service (KCS) practices and drive adoption across Support.
• Coach and develop Knowledge Managers through specific feedback on their work, clear career paths
• Evolve the team’s structure and divide work in the way that best serves customers and the business

🎯 Requirements

• Multiple years of experience leading knowledge management or content programs, setting strategy and
• Experience managing a team of content or knowledge professionals, including coaching people at
• Ability to connect knowledge across internal and external audiences, aligning Support, Product
• Experience designing or operating self-service or AI-assisted support experiences, including both
• 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

🎁 Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• A $1,200 annual learning and professional-development budget
• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic
• Company-provided laptop