Operational risk enablement leader translating RGA’s reinsurance risk frameworks across regional businesses. Leading controls, regulatory alignment, GRC adoption, and geographically dispersed teams.
About the role
- Knowledge Management Director leading content strategy, team development, localization, and AI self-service. Ashby builds hiring products for talent leaders, recruiters, and hiring managers.
Responsibilities
- Lead Knowledge Managers and expand the team into Digital Support experience and content localization
- Set the vision, roadmap, standards, operating model, and success measures for Knowledge Management
- Identify and sequence high-impact opportunities across the knowledge ecosystem
- Define content ownership, governance, and quality processes
- Champion Knowledge-Centered Service practices across Support
- Coach and develop Knowledge Managers through feedback, career paths, and growth opportunities
- Evolve team structure and hire and onboard new team members
- Co-own the AI Assistant self-service experience with Product
- Partner with Support, Support Operations, and Engineering on AI Assistant design and testing
- Lead structured and generative self-service flows
- Shape content structure, tagging, and governance for accurate AI Assistant answers
- Build the Help Center localization strategy and drive Customer Education translation strategy
- Define localization priorities, tooling, and synchronization processes
- Report on knowledge health, content usage, search success, deflection, article quality, freshness, ticket volume, and handle time
- Measure AI Assistant resolution performance and use feedback and trends to prioritize content
- Partner with Customer Education, internal enablement, Product Marketing, and Engineering
Requirements
- Multiple years of experience leading knowledge management or content programs, 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 align 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 structured and generative flows
- 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
- Strong writing and editing instincts
- Experience with KCS or comparable methodologies
- Prior experience leading a knowledge program for a B2B SaaS product
Benefits
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Twelve weeks of fully paid family leave in the US
- $1,200 annual learning and professional-development budget
- One-time $2,000 home-office setup budget
- Company-provided laptop
- Extended health benefits for you and your dependents, subject to availability with the Employer of Record
- Annual company offsite, team offsites, local meetups, and virtual events
- Statutory benefits for international employees
- Employer-paid supplemental health coverage where available
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Product CEO building and operating AI - native ventures within Human Agency’s venture studio. Setting venture strategy, accountability, funding cadence, and sales direction.
Venture studio CEO building and operating AI - native ventures at Human Agency. Setting studio funding, evaluation, and accountability frameworks while selling to partners, customers, and investors.
Director leading life sciences and pharma real estate development projects for Broccolini, a Canadian construction and development provider. Managing acquisitions, financing, teams, negotiations, and project delivery.
Corporate real estate leader overseeing Genetec’s global property and facilities portfolio. Driving leases, capital projects, budgets, and scalable workplace operations.
Associate Director leading Canada - wide hematology field medical teams at Johnson & Johnson. Developing medical strategy, mentoring MSLs, and supporting oncology innovation.
Associate Director leading Johnson & Johnson’s Canada - wide hematology field medical strategy and MSL teams. Driving scientific exchange, compliance, talent development, and oncology insights.
Managing Director advancing C4C’s Canadian media and arts charity operations, governance, and growth. Part - time leader overseeing finance, programs, funders, strategy, and communications.
Associate Director leading fundamental research and stock recommendations across Canadian equities. Supporting iA Financial Group’s active investment decisions through sector coverage, modelling, valuation, and portfolio discussions.
Membership Director enrolling families in KidStrong’s science - based child development programs. Engaging prospective members and driving enrollment as the franchise expands across Western Canada.