The opportunity
Today, our Knowledge Managers divide their work between internal and external content. You’ll help the team decide where to focus next, in what order, and how its structure should evolve to deliver on those priorities.
What you'll do
Define the vision, roadmap, and success measures for Knowledge Management: across internal and external content.
Identify the highest-impact opportunities to improve the knowledge ecosystem: and sequence them against team capacity.
Build a clear model for content ownership, governance, and quality,: streamlining how content is created, reviewed, and kept current as our product evolves.
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, and growth opportunities.
Evolve the team’s structure and divide work in the way that best serves: customers and the business, with room to move beyond the current internal/external split.
What they're looking for
- Multiple years of experience leading knowledge management or content: programs, setting strategy and building processes that scale with the business, ideally in B2B SaaS Support or Customer Experience.
- Experience managing a team of content or knowledge professionals, including: coaching people at different levels of experience.
- Ability to connect knowledge across internal and external audiences, aligning: Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards.
- Experience designing or operating self-service or AI-assisted support: experiences, including both structured and generative flows, and a point of view on how knowledge quality shapes their performance.
- 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 practices while setting a clear direction.
- Strong writing and editing instincts. You’ll stay close enough to the work to: set a high quality bar and give specific feedback.
- Experience with KCS or comparable methodologies.
