Director of Knowledge & Enablement

Summary

Join Velocity Global as a leader in knowledge and enablement strategy, leveraging AI to enhance global compliance and customer success. Design and implement a company-wide knowledge management system, build an AI-informed customer education program, and lead onboarding and enablement for operational teams. Architect a strategy to capture, organize, and activate institutional knowledge using AI to surface, translate, and recommend content in real time. Build an AI-informed customer education program delivering training through various methods. Lead onboarding and enablement for all operational teams, ensuring they have access to necessary knowledge. Define and enforce governance for client-wide communications, using AI-assisted tone, translation, and compliance checks. Success will be measured by improved time-to-answer for compliance questions, increased client self-service, faster team onboarding, and consistent, accurate communications.

Requirements

• 8–10+ years in knowledge management, enablement, customer education, and L&D ideally in high-growth SaaS, HR tech, or compliance-heavy industries
• Proven track record implementing KMS tools with AI or automation features
• Experience managing global or highly regulated knowledge environments
• Expertise in instructional design, content governance, and adaptive learning systems
• Data-driven mindset with comfort in metrics, analytics, and AI-assisted decision-making

Responsibilities

• AI-enhanced global Knowledge Management
• Architect a company-wide strategy to capture, organize, and activate institutional knowledge from country-specific compliance rules to EOR onboarding playbooks using AI to surface, translate, and recommend content in real time
• Implement a modern Knowledge Base/KMS (e.g., Nexus, Confluence, Notion) with AI search, summarization, and multilingual capabilities
• Partner with Product, Engineering, and Legal to productize proprietary compliance data into scalable, client-facing resources that differentiate our platform
• Establish governance for how knowledge is created, verified, and updated, ensuring accuracy, compliance, and audit readiness
• Customer education that drives global adoption
• Build an AI-informed customer education program that turns first-time clients into confident EOR users
• Deliver training across webinars, multilingual in-app guides, videos, documentation, and adaptive learning paths
• Continuously refine based on adoption metrics, engagement trends, and client feedback
• Enablement that accelerates EOR performance
• Lead onboarding and enablement for all operational teams across the entire customer lifecycle, ensuring they have country-specific, role-specific knowledge at their fingertips
• Align internal and external education so our teams and customers operate from the same global compliance playbook
• Launch high-impact events (SKOs, QBRs, certifications) enhanced with AI-generated materials, insights, and follow-up actions
• Global communications with intelligence
• Define and enforce governance for client-wide communications, using AI-assisted tone, translation, and compliance checks
• Build templates, best practices, and QA processes that make every message on-brand, multilingual, and legally sound

Benefits

• Flexible Time Off – Take the time you need to recharge
• Parental Leave – Support for growing families
• Health and Dental Insurance – Where applicable, to cover you and your loved ones
• Retirement Savings + Employee Incentive Plan – Plan for the future while sharing our success