Director of Knowledge Management & AI Enablement

Ashby, Inc.; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Job summary

Ashby is seeking a Director of Knowledge Management to unite our knowledge content into a single strategic practice that scales with a growing customer base. You will lead Knowledge Managers, expand into Digital Support experience and localization, and set vision and governance for the Help Center, internal KB, and AI-powered self-service.

You will collaborate with Support, Product, Engineering, and RevOps to drive measurable improvements in knowledge quality, deflection, and customer outcomes

Qualifications

• Experience leading knowledge management or content programs at scale.
• Experience managing a team of knowledge professionals.
• Ability to align cross-functional teams around clear ownership and shared standards.
• Experience designing or operating self-service or AI-assisted support experiences.

Responsibilities

• Define the vision, roadmap, and success metrics for Knowledge Management across internal and external content.
• Lead and develop Knowledge Managers and evolve the team structure as the business grows.
• Co-own the AI Assistant’s self-service experience with Product, and shape content governance and tagging for accuracy.
• Build and execute a localization strategy for Help Center content and Customer Education.
• Define knowledge health metrics and report impact on ticket volume and handle time.

Skills

Knowledge management

Content programs

Team leadership

Strategy development

Cross-functional collaboration

Writing and editing

KCS or similar

AI/self-service design

Job description

Ashby is seeking a Director of Knowledge Management to unite our knowledge content into a single strategic practice that scales with a growing customer base. You will lead Knowledge Managers, expand into Digital Support experience and localization, and set vision and governance for the Help Center, internal KB, and AI-powered self-service.

You will collaborate with Support, Product, Engineering, and RevOps to drive measurable improvements in knowledge quality, deflection, and customer outcomes