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ManagerFull-timeGitAIML
Salary Range
$113,000 - $134,830 /year
About the Role
The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. This position oversees Knowledge-Centered Service (KCS) and peer-to-peer online community programs, driving operational excellence and customer empowerment.
Key Responsibilities
- →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
- →Oversee the health, growth, and effectiveness of the online peer-to-peer community
- →Create, maintain, and improve moderation playbooks, workflows, and best practices
- →Manage escalations for unanswered posts, customer concerns, or urgent issues
- →Perform administrative functions for community operations
Requirements
- ✓1–3 years of experience as a Program Manager or similar role
- ✓Proven ability to thrive in fast-paced environments with multiple overlapping projects
- ✓Exceptional written and verbal communication skills
- ✓Strong interpersonal and collaboration skills
- ✓Experience in support operations, self-service programs, KCS, or online community environments
- ✓Strong analytical and problem-solving skills
- ✓Bachelor’s degree or equivalent practical experience
- ✓Ability to travel 5–10% as needed
