Manager, Process & Content

September 26, 2026

Job Description:

Lead and develop the CX Process and Content teams
Set priorities and standards and coach team members for growth
Own SOP creation and maintenance for agent-facing processes
Oversee process mapping and documentation across CX segments
Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and external help center content
Own knowledge base strategy and platform management across internal and external content
Establish documentation governance, version control, review cadence, approval workflows, and content retirement
Define, track, and report documentation health and success metrics
Partner with Training Delivery/Instructional Design to align process and content changes with curriculum and nesting materials
Partner with Quality to convert QA findings and process gaps into clearer processes and content
Manage BPO-facing process and content updates across partner sites
Collaborate with CX leadership, Product, and Marketing on feature launches and policy updates

Requirements:

3+ years leading process and content functions in a contact center environment
Experience supporting outsourced services or BPO operations
Strong experience in knowledge base/content strategy, including managing knowledge base platforms such as Salesforce, for internal and customer-facing content
Experience measuring and reporting on process and knowledge base/help center content effectiveness
Excellent people leadership, coaching, and prioritization experience
Experience building or scaling SOP frameworks and process mapping practices
Excellent writing, editing, and information-architecture skills
Familiarity with process mapping tools such as Whimsical and Lucidchart
Experience working cross-functionally with Training Delivery, Quality, and Operations leaders
Applicants must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship

Benefits:

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