Director Knowledge Management

POSITION SUMMARY

We are looking for a Director of Knowledge Management with deep expertise in formulating and executing first-principles-based knowledge management strategies in highly regulated industries.

Your role will involve simplifying and transforming our existing approach to knowledge management in collaboration with Legal, Sales, Product, and Engineering teams. This key strategic role involves leading a small but mighty team and operating at the exciting intersection of technology and knowledge management. This role will champion efforts to productize our intellectual property with the potential to power our proprietary platform.

You will help us establish parameters for how Velocity Global knowledge is created, organized, verified, shared, and updated. You will work cross-functionally with departments and teams to establish and document organizational knowledge, improve its functionality, establish metrics for its use, and support the access of company knowledge via a knowledge base.

This individual will report to the Vice President of Strategy and Planning. The team this role is a part of is primarily based out of the United States.

RESPONSIBILITIES

Operationalize Knowledge Management Strategy (25%).

• Establish a framework and strategy for codifying explicit, implicit, tacit, compliance, and procedural knowledge throughout the organization.
• Conduct a knowledge audit to determine what knowledge gaps exist and develop a game plan to address these gaps.
• Set strategic goals and look at key performance indicators (KPIs) to measure the success of Velocity Global's knowledge management efforts.
• Roll out the strategy to the entire organization, ensuring all teams recognize and apply best knowledge management practices.

Knowledge Project Management (25%)

• Partner with internal subject matter experts across key teams (Legal & Compliance, HR Experience, Customer Education, etc.) to codify knowledge needed to execute Velocity Global programming (e.g., processes, SOPs, country-specific compliance, policies, guides).
• Partner with subject matter experts and managers to identify org-wide and team-specific knowledge gaps and co-create documentation accordingly.
• Partner closely with Product and Engineering to build out in-house knowledge management capabilities and productize our compliance data and information.
• Identify and designate internal knowledge champions who can effectively craft and update concise documentation within the knowledge base.

Implement Knowledge Base Management System (50%)

• Identify, implement, and manage a new knowledge base (KB) or knowledge management system (KMS) and transfer existing documentation from current internal sources to the new system.
• Establish the information architecture (content hierarchy) and overall structure of Velocity Global's knowledge base, ensuring navigation, content, and brand guidelines are followed.
• Create guidelines and standards for how content should be written and created (e.g., compliance policies, technical documentation, instructional manuals, how-to guides, and process maps).
• Support teams by creating content (e.g., writing a how-to page) as needs arise (e.g., when an expert isn't needed).
• Provide ongoing analysis of existing knowledge management processes to define, document, and drive changes (e.g., supporting or rolling out new features such as help center, chatbots, Support integrations, etc.).
• Troubleshoot user issues in our Knowledge Base.

QUALIFICATIONS/SKILLS

• Bachelor's degree in Knowledge Management, Information Science, Business Administration, or a related field.
• Minimum 8 years' experience in knowledge management, information management, or a related field, including experience in a leadership role.

Preferred Qualifications

• • Minimum 5 years of intimate experience creating and curating content in Knowledge Bases or Knowledge Management Systems (e.g., Zendesk, Confluence, Guru, Notion, Airtable).
  • Experience in identifying and assessing knowledge gaps and opportunities for improvement, including authoring robust technical and functional documentation.
  • Previous relevant experience in full lifecycle project management /leadership experience - planning, prioritization, project/team management, and delivery.
  • Proven track record of building, implementing, and maintaining knowledge management systems and processes.
  • Ability to build trust-based relationships, influence effectively, communicate clearly, and work in cross-functional team structures.
  • Prior experience building a knowledge management function.