[Remote] Manager I, Content Program Management

Note: The job is a remote job and is open to candidates in USA. Rover is a fast-growing technology company that connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. The company is seeking a Content Program Manager to lead content and knowledge management initiatives supporting Operations, including developing strategy, managing programs, analyzing outcomes, and coaching a team of content professionals.

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

• The ideal candidate brings functional expertise in content strategy, writing, and knowledge management, paired with a strong understanding of business priorities and cross-functional collaboration
• *To be eligible for this role you must be able to work remotely and reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas and Michigan.*
• - 6+ years of experience within an operations, customer service, or other customer-facing environment, including 2+ years applying the principles, standards, and tools associated with business analysis, program management, and project management, and at least 2 years in a people management or content leadership role
• - 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

• 401k match
• Long-term incentive plan with a company performance-based cash payout
• Flexible PTO
• Medical, dental, and vision insurance for full-time employees
• 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
• Free catered lunches monthly
• Regular team activities performed in-person and virtually
• Every team member has access to AI tools in service of creating better experiences for the community

Company Overview