Director of Knowledge Management

About Incode

Incode is a Series B unicorn ($1.25 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative.

The Impact You’ll Make

The Director of Knowledge Management will own Incode’s end‑to‑end knowledge strategy. This leader will design, build, and continuously improve centralized knowledge repositories that support employees, customers, and partners. The role blends strategy and hands‑on execution: setting the vision for how knowledge is captured and shared, while actively building content, processes, and governance to ensure information is accurate, searchable, and adopted across the organization. 

This role partners closely with Product, Engineering, Support, Customer Success, Sales, Enablement, RevOps, and Security to ensure that critical knowledge is created once, maintained properly, and reused at scale. 

What You’ll Own & Drive

Knowledge Strategy & Governance 

• 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. 

Knowledge Repositories 

• 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. 

Content Creation & Curation 

• 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. 

Cross‑Functional Enablement 

• 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. 

Adoption & Change Management 

• 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. 

Team Leadership 

• 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. 

The Qualities That Set You Apart

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. 

What Success Looks Like 

• Employees and customers can quickly find accurate answers without relying on tribal knowledge. 

• Knowledge is consistently up to date, trusted, and reused across teams. 

• Reduced support escalations and faster onboarding for new hires and customers. 

• Knowledge management is viewed as a strategic capability that enables Incode to scale. 

Why Incode?

• Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically.
• Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years.
• Elite Team & Backing – Work a truly global with top engineers, designers, and investors who share your ambition to dominate a category.
• Ownership & Autonomy – Operate like a founder with the resources of a unicorn.
• Global Impact – Every program you launch will reverberate across industries and continents.

Ready to ignite the future of trust?

Lead the narrative. Empower the field. Join Incode and turn innovation into unstoppable market momentum.