Incode Technologies

Director

• Define and own Incode’s knowledge management strategy, including vision, roadmap, success metrics, and governance model.
• Establish standards for knowledge creation, structure, taxonomy, tagging, versioning, and lifecycle management.
• Ensure knowledge is accurate, compliant, and aligned with security, privacy, and regulatory requirements.
• Integrate AI across the knowledge management ecosystem to enhance content discovery, automate governance workflows, and enable intelligent knowledge delivery through semantic search, classification, and AI-driven insights.
• Design, implement, and manage centralized knowledge repositories (e.g., internal wiki, support knowledge base, product documentation, and enablement content).
• Evaluate, select, and optimize knowledge management tools and platforms.
• Create clear information architecture that makes knowledge easy to find, trust, and use.
• Ensure all knowledge repositories are structured and maintained in an AI-compatible way, enabling effective semantic search, automated content processing, and seamless integration with AI-powered tools and workflows.
• Partner with subject-matter experts to capture product, process, and operational knowledge.
• Develop and maintain high-quality documentation, including product guides, internal SOPs, FAQs, troubleshooting articles, and best practices.
• Ensure content is kept current through regular audits, review cycles, and feedback loops.
• Work with Support and Customer Success to improve self-service, reduce time to resolution, and increase customer satisfaction.
• Partner with Sales Enablement and RevOps to ensure sales and post-sales teams have accurate, up-to-date knowledge.
• Collaborate with Product and Engineering to ensure documentation evolves with the product roadmap.
• Drive adoption of knowledge tools and processes across the company through training, communication, and clear ownership models.
• Define KPIs to measure usage, quality, and impact of knowledge assets (e.g., search success, deflection rates, time to answer).
• Continuously improve knowledge practices based on data, feedback, and business needs.
• Build, mentor, and manage a small but impactful knowledge management team (as the function scales).
• Act as the internal expert and advocate for best-in-class knowledge management practices.

Director of Knowledge Management