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Rover.com

Rover.com is the largest network of five-star pet sitters and dog walkers in the country. A web-based, dog-sitting platform that connects dog owners with sitter

Manager I, Content Program Management

Location

United States

Posted

9 days ago

Salary

$90.7K - $116.8K / year

Seniority

Lead

No structured requirement data.

Job Description

Manager I, Content Program Management

Rover.com

Role Description We're looking for a Content Program Manager to join our Skills & Knowledge Program Management team. In this role, you'll lead critical initiatives in operations content and knowledge base management that directly support business growth and delight our customers. - 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. Qualifications - 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. Requirements - Ability to work remotely and reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas, and Michigan. Bonus Skills - 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.

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