Incode · 1 day ago
Director of Knowledge Management
United States
Full-time
Remote
Director/Executive
8+ years expIncode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online. The Director of Knowledge Management will own Incode’s end-to-end knowledge strategy, designing and managing knowledge repositories while ensuring that critical knowledge is created, maintained, and reused effectively across the organization.
BiometricsFinTechIdentity ManagementPaymentsSoftware
Responsibilities
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
Qualification
Required
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
Preferred
Experience in identity, security, fintech, or regulated industries
Familiarity with common knowledge management tools (e.g., Sharepoint, Confluence, Notion, Zendesk, Guru, Salesforce Knowledge, or similar)
Experience defining KPIs and using data to drive continuous improvement
Prior people management experience or experience building a new function from the ground up
Benefits
Flexible Working Hours & Workplace
Open Vacation Policy
Company
Incode
Power trust for the AI era.
501-1000 employees
H1B Sponsorship
Incode has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (5)
2023 (8)
2022 (5)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$257.05MKey Investors
DILA Capital
2021-12-07Series B· $220M
2021-03-24Series A· $25M
2019-10-24Seed· $10M
Leadership Team
Ricardo Amper
Founder & CEO
Recent News
BiometricUpdate.com
2025-12-18
Company data provided by crunchbase