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Program Manager

• Develop clear, engaging, and effective content for both member services agents and members.
• Train content creation, agent-facing knowledge resources, and member-facing help content.
• Design, develop, and maintain training materials for customer service agents.
• Own and maintain agent-facing knowledge base articles, job aids, and standard operating procedures ensuring ease of navigation, accuracy, and optimization.
• Create and update member-facing content, including Help Center articles, FAQs, policy explanations, and transactional messaging.

Program Manager, Member Services – Content & Communications