Manager, Process & Content

📋 Description

• Build, lead and develop the CX Process and Content teams, setting clear priorities and standards
• Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for
• Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal
• Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and
• Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and
• Establish and enforce documentation governance: version control, review cadence, approval

🎯 Requirements

• 3+ years leading process and content functions in a contact center environment
• Experience supporting outsourced services or BPO operations, maintaining consistent processes and
• Strong experience in knowledge base/content strategy, including managing knowledge base platforms
• Experience measuring and reporting on the effectiveness of processes and knowledge base/help center
• Excellent people leadership background, bringing coaching and prioritization experience to support
• Experience building or scaling SOP frameworks and process mapping practices from the ground up

🎁 Benefits

• Competitive compensation packages
• 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