Director of Knowledge Management
Incode Technologies
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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.
Requirements
- 8+ years of experience in knowledge management, documentation, enablement, operations, or a related field, ideally in a SaaS or technology environment.
- Proven experience designing and managing knowledge repositories at scale.
- Strong understanding of information architecture, content governance, and documentation best practices.
- Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, usable content.
- Experience working cross-functionally with technical and non-technical teams.
- Highly organized, detail-oriented, and comfortable operating in a fast-paced environment.
- Advanced knowledge of AI tools and methodologies, with hands-on experience using AI to streamline knowledge creation, automate documentation workflows, and enhance content accuracy and consistency.
- Proven ability to leverage AI for organizational knowledge management, including implementing semantic search, AI-driven insights, and intelligent content retrieval to improve team efficiency and decision-making.
Benefits
- Flexible Working Hours & Workplace
- Open Vacation Policy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
knowledge managementinformation architecturecontent governancedocumentation best practicessemantic searchAI-driven insightsknowledge repositoriescontent creationautomated documentation workflowsKPI measurement
Soft skills
written communicationverbal communicationorganizational skillsdetail-orientedcross-functional collaborationtrainingmentoringadvocacyproblem-solvingadaptability