Digital Support Program Manager
PortlandFull-TimeManagerProduct / Project
Skills
How will you contribute?
- Knowledgebase (KCS Program Leadership)
- Manage the KCS strategy, roadmap, and adoption across global Support teams.
- Oversee the knowledge base to ensure content quality, accuracy, structure, and usability.
- Facilitate KCS training, workshops, and ongoing coaching for the global Support organization.
- Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.
- Lead KCS dashboard reviews with Leadership and guide data-driven decisions.
- Coordinate recurring KM program evaluations, audits, and health checks.
- Oversee the article quality monitoring program and ensure corrective actions.
- Drive content tuning initiatives to improve customer self-service success.
- Maintain the KCS Rewards & Recognition program to encourage participation and excellence.
- Contribute to the Content Council and act on opportunities identified across teams.
- Collaborate with AI and KDE teams to identify, prioritize, and close content gaps.
- Partner with the Digital Support team to improve content findability and search experience.
- Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.
- Community (Peer-to-Peer Program Leadership)
- Oversee the health, growth, and effectiveness of the online peer-to-peer community.
- Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.
- Create, maintain, and improve moderation playbooks, workflows, and best practices.
- Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.
- Ensure community-related roles are staffed, trained, and operating effectively across all product lines.
- Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.
- Perform administrative functions such as account unlocks, password resets, and display name updates.
- Support other duties as needed to ensure operational excellence and community success.
What will you bring?
- 1–3 years of experience as a Program Manager or similar role with measurable success.
- Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.
- Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.
- Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.
- Demonstrated leadership across teams and projects, influencing without direct authority.
- Experience in support operations, self-service programs, KCS, and/or online community environments.
- Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.
- Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.
- A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.
- Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership.
- Confident building relationships and delivering training, coaching, and enablement to colleagues.
- A deep understanding of KCS methodology, processes, and objectives.
- Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.
- Highly effective at collaborating across teams, functions, and organizational levels.
- Proven success in teaching, coaching, and coordinating complex, multi-team initiatives.
- Bachelor’s degree or equivalent practical experience.
- A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.
- Ability to travel 5–10% as needed.
