Manager, Process & Content

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate the CX Process and Content teams.

• Establish priorities and standards while mentoring team members for professional growth.

• Take ownership of the creation and maintenance of Standard Operating Procedures (SOPs) for agent-facing processes.

• Supervise process mapping and documentation across various CX segments.

• Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and content for the external help center.

• Direct the knowledge base strategy and oversee platform management for both internal and external content.

• Implement documentation governance, version control, review schedules, approval workflows, and content retirement processes.

• Define, monitor, and report on the health and success metrics of documentation.

• Collaborate with Training Delivery/Instructional Design to ensure alignment of process and content changes with curriculum and nesting materials.

• Work alongside Quality to transform QA insights and process gaps into clearer processes and content.

• Manage updates to BPO-facing processes and content across partner sites.

• Coordinate with CX leadership, Product, and Marketing on feature launches and policy updates.

⛳️ Requirements

• A minimum of 3 years of experience leading process and content functions within a contact center setting.

• Proven experience in supporting outsourced services or BPO operations.

• Strong background in knowledge base/content strategy, including the management of knowledge base platforms like Salesforce for both internal and customer-facing content.

• Experience in measuring and reporting on the effectiveness of processes and knowledge base/help center content.

• Exceptional people leadership, coaching, and prioritization skills.

• Experience in developing or scaling SOP frameworks and process mapping methodologies.

• Excellent writing, editing, and information architecture abilities.

• Familiarity with process mapping tools such as Whimsical and Lucidchart.

• Experience collaborating cross-functionally with Training Delivery, Quality, and Operations leaders.

• Candidates must be authorized to work for any employer in the U.S.; this position does not qualify for visa sponsorship.

🏝️ Benefits

• Health insurance premiums fully covered for you.

• 401k plan with company matching.

• Assistance with tuition and student loan repayment.

• Flexible work schedule with unlimited paid time off (PTO).

• Monthly three-day weekends.

• Monthly work-from-home stipend.

• Paid sabbatical leave.

• The necessary technology to perform your job effectively.

• Competitive compensation packages.