Note: The job is a remote job and is open to candidates in USA. Rover.com is a fast-growing tech company focused on connecting pet parents with trusted pet care. They are seeking a Content Program Manager to lead initiatives in content and knowledge base management that support business growth and enhance customer satisfaction.
Responsibilities
- Lead, coach, and develop a team of Content Writer/Editors based across global locations
- Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction
- Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools
- Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams
- Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area
- Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes
- Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives
- Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously
Skills
- 2+ years of experience as a people manager and content leader within an operations, customer service, or other customer-facing environment
- 2+ years of experience successfully applying the principles, standards, and tools associated with business analysis, program management, and project management
- Current knowledge of effective content and knowledge management methodologies, techniques, and practices
- Experience managing and using various knowledge base tools and help center systems
- Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions
- Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization
- BA/BS degree or equivalent professional experience
- Experience working at a fast-paced tech company or in a startup environment
- Experience working in a marketplace or B2C organization
- Experience working with customer support teams
- Familiarity with AI-powered tools for content creation, curation, or knowledge management
Benefits
- Competitive compensation
- 401k match
- Long-term incentive plan with a company performance-based cash payout
- Flexible PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Commuter benefits
- Bring your dog to work (and unlimited puppy time)
- Pet benefits, including $1000 toward adopting your first dog or cat
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly
- Regular team activities performed in-person and virtually
Company Overview