Manager, Process & Content

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Job Description:

  • Lead and develop the CX Process and Content teams
  • Set priorities and standards and coach team members for growth
  • Own SOP creation and maintenance for agent-facing processes
  • Oversee process mapping and documentation across CX segments
  • Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and external help center content
  • Own knowledge base strategy and platform management across internal and external content
  • Establish documentation governance, version control, review cadence, approval workflows, and content retirement
  • Define, track, and report documentation health and success metrics
  • Partner with Training Delivery/Instructional Design to align process and content changes with curriculum and nesting materials
  • Partner with Quality to convert QA findings and process gaps into clearer processes and content
  • Manage BPO-facing process and content updates across partner sites
  • Collaborate with CX leadership, Product, and Marketing on feature launches and policy updates

Requirements:

  • 3+ years leading process and content functions in a contact center environment
  • Experience supporting outsourced services or BPO operations
  • Strong experience in knowledge base/content strategy, including managing knowledge base platforms such as Salesforce, for internal and customer-facing content
  • Experience measuring and reporting on process and knowledge base/help center content effectiveness
  • Excellent people leadership, coaching, and prioritization experience
  • Experience building or scaling SOP frameworks and process mapping practices
  • Excellent writing, editing, and information-architecture skills
  • Familiarity with process mapping tools such as Whimsical and Lucidchart
  • Experience working cross-functionally with Training Delivery, Quality, and Operations leaders
  • Applicants must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship

Benefits:

  • 100% covered health insurance premiums for yourself
  • 401k with company match
  • Tuition and student loan repayment assistance
  • Flexible work schedule with unlimited PTO
  • Monthly 3-day weekends
  • Monthly WFH stipend
  • Paid sabbatical leave
  • The technology you need to get the job done
  • Competitive compensation packages
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