Director of Knowledge Management – Lead, Scale & AI-Driven Content

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

Benefits offered by this job

Stock options

Unlimited PTO

Family leave (US)

Learning and development budget

Home‑office setup budget

Extended health benefits

Job summary

Ashby in the United States is seeking a Director of Knowledge Management to unite knowledge programs into a single strategic practice. You’ll lead Knowledge Managers, expand into Digital Support experiences and localization, and set vision, standards, and an operating model bridging Help Center, internal knowledge, and in‑app self-service.

You’ll coach a growing team, partner with Support, Product, Engineering, and RevOps, and shape how content governance and AI-driven support evolve with the

Qualifications

• Multiple years of experience leading knowledge management or content programs.
• Experience managing a team of knowledge/content professionals.
• Ability to align Support, Product, Marketing, Engineering and enablement around clear ownership.
• Experience designing or operating self‑service or AI‑assisted support experiences.
• Defined success measures for knowledge and used data to drive priorities.
• Comfort operating in ambiguity as the function's first dedicated leader.
• Strong writing and editing skills; ability to coach others.
• Experience with Knowledge-Centered Service (KCS) or similar methodologies.

Responsibilities

• Set the direction for Knowledge across internal and external content and define the roadmap.
• Lead and develop Knowledge Managers, evolving team structure and growth paths.
• Co‑own the AI Assistant’s self‑service experience with Product and Engineering.
• Shape localization strategy for Help Center content and education materials.
• Measure knowledge health, usage, and impact on deflection and ticket volume.
• Partner with Ashby teams to align on ownership, standards, and learning journeys.

Skills

Knowledge management

Leadership

Strategy development

Content governance

Cross-functional collaboration

Wri ting / editing

Job description

Ashby in the United States is seeking a Director of Knowledge Management to unite knowledge programs into a single strategic practice. You’ll lead Knowledge Managers, expand into Digital Support experiences and localization, and set vision, standards, and an operating model bridging Help Center, internal knowledge, and in‑app self-service.

You’ll coach a growing team, partner with Support, Product, Engineering, and RevOps, and shape how content governance and AI-driven support evolve with the