Smarsh

Digital Support Program Manager

Smarsh

full-time

Posted on:

Location Type: Hybrid

Location: Portland • Oregon • United States

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Salary

💰 $113,000 - $134,830 per year

About the role

  • 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.
  • Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.
  • Lead KCS dashboard reviews with Leadership and guide data-driven decisions.
  • Coordinate recurring KM program evaluations, audits, and health checks.
  • Oversee the article quality monitoring program and ensure corrective actions.
  • Drive content tuning initiatives to improve customer self-service success.
  • Maintain the KCS Rewards & Recognition program to encourage participation and excellence.
  • Contribute to the Content Council and act on opportunities identified across teams.
  • Collaborate with AI and KDE teams to identify, prioritize, and close content gaps.
  • Partner with the Digital Support team to improve content findability and search experience.
  • Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.
  • Oversee the health, growth, and effectiveness of the online peer-to-peer community.
  • Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.
  • Create, maintain, and improve moderation playbooks, workflows, and best practices.
  • Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.
  • Ensure community-related roles are staffed, trained, and operating effectively across all product lines.
  • Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.
  • Perform administrative functions such as account unlocks, password resets, and display name updates.
  • Support other duties as needed to ensure operational excellence and community success.

Requirements

  • 1–3 years of experience as a Program Manager or similar role with measurable success.
  • Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.
  • Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.
  • Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.
  • Demonstrated leadership across teams and projects, influencing without direct authority.
  • Experience in support operations, self-service programs, KCS, and/or online community environments.
  • Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.
  • Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.
  • A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.
  • Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership.
  • Confident building relationships and delivering training, coaching, and enablement to colleagues.
  • A deep understanding of KCS methodology, processes, and objectives.
  • Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.
  • Highly effective at collaborating across teams, functions, and organizational levels.
  • Proven success in teaching, coaching, and coordinating complex, multi-team initiatives.
  • Bachelor’s degree or equivalent practical experience.
  • A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.
  • Ability to travel 5–10% as needed.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KCS methodologyprogram managementdata analysiscontent managementself-service programscommunity managementtraining facilitationcoachingperformance evaluationcontent tuning
Soft Skills
communication skillsinterpersonal skillscollaboration skillsleadershipanalytical skillsproblem-solving skillspresentation skillsstakeholder engagementownershipgrowth-oriented mindset
Certifications
Bachelor's degree