Own the end-to-end KCS program: strategy, governance, adoption metrics, and continuous improvement
Establish and oversee the Knowledge Domain Expert (KDE) program across product areas and global regions
Design and manage a KCS coaching program for analysts at all tiers, driving adoption through skill-building and participation tracking
Own the Process Alignment Review (PAR) framework — defining standards, cadence, and scoring criteria
Own the Global Support QA program end-to-end: rubric design, scoring methodology, calibration cadence, and reporting
Build and manage a consistent QA review cadence with representative sampling across teams, regions, and tiers
Partner with Support Operations on the transition to Snowflake-based QA infrastructure
Track and connect KCS and QA metrics to broader CX KPIs — CSAT, TTR, FRT, and case deflection
Provide regular program updates and trend analysis to the SVP of Global Support

5+ years in knowledge management, support operations, or QA within a SaaS or technology organization
Demonstrated ownership of a KCS program
Experience designing and running a QA program in a technical support environment, including rubric development and calibration
KCS v6 Practices certification or equivalent hands-on program experience
Strong analytical skills; comfortable building scorecards and translating metrics into operational recommendations
Proven ability to operate as an individual contributor while influencing across functions

Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
Unlimited Planned Paid Time Off
Global Mental Health Support
On-Demand Learning & Development
Quarterly paid volunteer days
Lucrative Employee Referral Program (eligible for prior to your first day)
Company-wide mentor program

Program Director, Knowledge & QA

Key skills