Knowledge Program Manager

This is a fully remote position, open to applicants in California, +17 more states.

📋 Description

• Assist in the comprehensive execution of knowledge and learning initiatives, encompassing onboarding, skill enhancement, content launches, and process implementations.

• Oversee timelines, milestones, Jira intake boards, sprint tracking, launch calendars, and communication with stakeholders.

• Act as a liaison for cross-functional partners submitting requests.

• Manage incoming tasks through the intake process and direct them to the relevant Knowledge function.

• Collaborate with subject matter experts, instructional designers, and knowledge strategists to gather insights and monitor dependencies.

• Identify risks before they escalate into obstacles.

• Compose and disseminate program communications, status updates, and materials for launch preparedness.

• Utilize sprint velocity, backlog health, completion rates, and stakeholder feedback to assess program health and facilitate ongoing improvement.

• Work in partnership with CX Leaders, Operations, Quality, Vendors, Program Managers, and cross-functional stakeholders.

⛳️ Requirements

• 2–4 years of experience in Program Management, Project Management, Learning & Development, Knowledge Management, or a related area.

• Proven ability to manage multiple workstreams at once.

• Capability to coordinate cross-functional efforts among teams with varying priorities, timelines, and methodologies.

• Strong organizational and project management abilities.

• Excellent written and verbal communication skills, maintaining professionalism.

• Proficient in using Jira, Google Suite, or comparable project tracking and collaboration tools.

• Ability to work independently on defined tasks while recognizing ambiguity and appropriately escalating decisions.

• Experience with AI tools like Claude, Gumloop, or Gemini is advantageous.

• Preferred: experience in supporting programs related to customer experience, contact centers, operations, or similar high-volume settings.

• Preferred: familiarity with Learning & Development or knowledge management processes.

• Preferred: experience collaborating with instructional design, knowledge strategy, or content operations teams.

• Preferred: comfort with data management, including generating reports and creating trackers.

• Preferred: exposure to process improvement methodologies or continuous improvement practices.

🏝️ Benefits

• Flexible work locations: home, office, or coffee shop.

• Regular in-person events.

• New hire equity grant.

• Annual refresh equity grants.

• Market-competitive compensation and benefits.