Knowledge Program Manager
Core
Planning, coordinating, and executing knowledge and learning programs (onboarding, upskilling, content launches) for the Customer Experience organization to enable consistent support at scale.
Role type
Program Manager
Builds
Knowledge and learning programs, operating rhythms, and stakeholder alignment workflows
Domain
Customer Experience / Knowledge Management
Required skills
Program management, cross-functional coordination, project management, written and verbal communication, Jira and Google Suite proficiency, AI tool usage
Preferred skills
Customer experience or contact center experience, L&D or knowledge management processes, instructional design collaboration, data analysis, process improvement frameworks
Technologies
Jira, Google Suite, Claude, Gumloop, Gemini
Responsibilities
Manage end-to-end execution of knowledge and learning programs; Maintain program operating rhythms including Jira boards and launch calendars; Triage incoming work and route to appropriate functions; Partner with subject matter experts to track dependencies and risks; Draft program communications and status updates; Analyze program data to support continuous improvement
Seniority
Mid-level, hands-on IC