Manager I, Content Program Management

Responsibilities

• Lead, coach, and develop a team of Content Writer/Editors based across global locations.
• Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction.
• Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools.
• Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams.
• Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area.
• Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes.
• Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives.
• Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously.

Requirements

• 2+ years of experience as a people manager and content leader within an operations, customer service, or other customer-facing environment.
• 2+ years of experience successfully applying the principles, standards, and tools associated with business analysis, program management, and project management.
• Current knowledge of effective content and knowledge management methodologies, techniques, and practices.
• Experience managing and using various knowledge base tools and help center systems.
• Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions.
• Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization.
• BA/BS degree or equivalent professional experience.

Nice-to-Haves

• Experience working at a fast-paced tech company or in a startup environment.
• Experience working in a marketplace or B2C organization.
• Experience working with customer support teams.
• Familiarity with AI-powered tools for content creation, curation, or knowledge management.

Compensation & Benefits

• Competitive compensation.
• 401k match.
• Long-term incentive plan with a company performance-based cash payout.
• Flexible PTO.
• Competitive benefits package, including medical, dental, and vision insurance.
• Commuter benefits.
• Pet benefits, including $1000 toward adopting your first dog or cat.
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly.
• Regular team activities performed in-person and virtually.