Director, KM & AI Strategy — Remote

Ashby, Inc.; United States; Remote; USD 160,000 - 220,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Family leave

Learning & development budget

Home office budget

Laptop provided

Extended health benefits

Company off-sites

Job summary

Ashby is hiring its first Director of Knowledge Management to build and scale the function from the ground up. You will lead Knowledge Managers, shape the AI‑powered self‑service experience, and drive a localization program to serve customers globally.

You will partner with Product, Engineering, Marketing, and CS to define governance, ownership, and standards. The role requires strong writing, strategic thinking, and a track record of building high-performing teams in a growth environment.

Qualifications

• Extensive experience leading knowledge management or content programs.
• Proven ability to set strategy and build scalable processes.
• Experience guiding Knowledge Centered Service (KCS) adoption.

Responsibilities

• Define the vision, roadmap, and success metrics for Knowledge Management across content types.
• Coach and develop Knowledge Managers, evolve team structure, and hire as needed.
• Co-own the AI Assistant self-service experience with Product and Engineering.
• Shape localization strategy for Help Center content and translations.
• Measure knowledge health and impact on deflection and support outcomes.

Skills

Knowledge management leadership

Content strategy

AI strategy

Cross-functional influence

KCS practices

Localization program management

Job description

Ashby is hiring its first Director of Knowledge Management to build and scale the function from the ground up. You will lead Knowledge Managers, shape the AI‑powered self‑service experience, and drive a localization program to serve customers globally.

You will partner with Product, Engineering, Marketing, and CS to define governance, ownership, and standards. The role requires strong writing, strategic thinking, and a track record of building high-performing teams in a growth environment.