Position:
Program Manager
Location:
[Your Location / Remote]
Reporting To:
[Head of Support / CX / Product]
Role Overview
We are seeking a highly motivated
Program Manager
to own and drive our
Knowledge Management and Support Automation initiatives
. This role will be responsible for managing our knowledge portal, creating and maintaining high-quality content, coordinating product release notes with Product Managers, and leveraging AI-driven automation to enhance customer support efficiency. The Program Manager will act as a bridge between Product, Support, and CX teams to ensure seamless knowledge flow and continuous improvement in customer experience.
Key Responsibilities
Knowledge Portal Management
- Own and manage the company’s Knowledge Portal (internal and external).
- Ensure accuracy, relevance, and freshness of content.
- Define taxonomy, structure, and governance for knowledge articles.
Content Creation & Management
- Write, edit, and publish support articles, FAQs, how-to guides, and troubleshooting content.
- Collaborate with subject matter experts to ensure clarity and consistency.
- Track and analyze content performance to identify gaps and improvement opportunities.
Product Release Notes
- Work closely with Product Managers to draft, review, and publish product release notes.
- Ensure release communications are clear, timely, and accessible to both internal teams and customers.
AI & Support Automation
- Drive AI automation initiatives with the goal of achieving zero human touch for non-critical issues.
- Partner with Support and Engineering teams to design workflows, chatbots, and self-service enhancements.
- Monitor adoption, success metrics, and continuously improve automation outcomes.
Program Management & Collaboration
- Act as the central coordinator for knowledge and automation programs.
- Ensure alignment between Support, Product, and CX functions.
- Be a strong team player, fostering collaboration across multiple stakeholders.
Required Skills & Experience
- 5+ years of experience in Program Management, Knowledge Management, Product Documentation, or related roles.
- Strong writing, editing, and communication skills with an eye for detail.
- Proven experience in managing knowledge bases, documentation portals, or content management systems.
- Familiarity with SaaS products, customer support processes, and product release cycles.
- Hands-on experience with AI/automation tools (chatbots, workflows, self-service platforms) is highly desirable.
- Strong project management skills – ability to prioritize, manage timelines, and deliver outcomes.
- Analytical mindset – comfortable with using metrics to measure success (content adoption, self-service %, deflection rate, etc.).
- Team-oriented, proactive, and able to work effectively with cross-functional teams.
Nice to Have
- Experience with Freshworks, Zendesk, Hubspot, Salesforce Knowledge, or similar platforms.
- Exposure to AI/ML-based support automation solutions.
- Background in SaaS support operations or product documentation.
What We Offer
- Opportunity to shape and scale next-gen AI-driven customer support.
- Work closely with Product and Leadership teams on high-visibility initiatives.
- A collaborative environment where innovation and ownership are encouraged.
