Director of Knowledge Management US Operations (Fully Remote)

Undisclosed Company; United States; A distancia; USD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited PTO

Family leave 12 weeks

Health insurance

Learning budget

Home office stipend

Equity

Descripción de la vacante

Undisclosed Company, a growing remote-first B2B SaaS company, seeks an experienced Knowledge Management leader to build a strategic function that aligns internal and customer-facing knowledge initiatives.

You will define the KM vision, lead a team of Knowledge Managers, champion KCS practices, and co-own the AI Assistant's self-service content with Product, ensuring well-organized information and scalable customer support.

Formación

• Experience leading knowledge management, documentation, or content programs in B2B SaaS Support or Customer Experience.
• Proven experience managing and developing a team with cross-functional collaboration.
• Familiarity with KCS or comparable methodologies and knowledge performance metrics.

Responsabilidades

• Define the KM vision, strategy, roadmap, and success measures across internal and external content.
• Lead and develop a team of Knowledge Managers, championing KCS practices and expanding into digital support and localization.
• Co-own the AI Assistant's self-service experience with Product, ensuring accurate and well-organized content.

Conocimientos

Knowledge Management Leadership

Cross-functional Collaboration

Team Leadership

Content Strategy

Herramientas

KCS Methodology

Descripción del empleo

• This position is for an experienced knowledge management leader to build a strategic function within a growing, remote-first B2B SaaS environment.
• You will align internal and customer-facing knowledge initiatives, improving customer experience and operational effectiveness.

Key Responsibilities:

• Define the KM vision, strategy, roadmap, and success measures across internal and external content.
• Lead and develop a team of Knowledge Managers, championing KCS practices and expanding into digital support and localization.
• Co-own the AI Assistant's self-service experience with Product, ensuring accurate and well-organized content.

Requirements:

• Multiple years of experience leading knowledge management, documentation, or content programs in B2B SaaS Support or Customer Experience.
• Proven experience managing and developing a team, plus strong cross-functional collaboration skills.
• Familiarity with KCS or comparable methodologies and experience defining knowledge performance metrics.
• Competitive compensation with equity; salary ranges are provided in CAD for Canada-based employees.
• Unlimited PTO, twelve weeks of paid family leave, extended health coverage, learning budget, and home-office setup allowance.

Undisclosed Company

A growing remote-first B2B SaaS company that builds customer-focused knowledge systems. The culture emphasizes collaboration, continuous learning, and leveraging AI for better self-service experiences.