Program Manager

• Own the Help Center program end-to-end: define strategy, roadmap, success metrics, and continuous improvement initiatives
• Maintain and update a public-facing Help Center with 700+ articles, ensuring relevance, accuracy, usability, and searchability
• Partner with PMs and PMMs to plan, create, and publish new documentation aligned with product and feature releases
• Partner with post-sale leadership to prioritize additional help center content to aid in answering common customer questions
• Proactively identify content gaps through analytics, feedback, and search trends; implement programs to address them
• Drive Help Center optimization to increase self-service success and reduce inbound support tickets
• Launch and oversee initiatives to reduce missed search rates to below 5% by improving taxonomy, metadata, and content structure
• Establish and enforce documentation standards, templates, and best practices across teams
• Provide enablement and guidance to internal teams on effective knowledge management practices
• Collaborate with AI/chatbot teams to enhance content discoverability, contextual responses, and automation
• Track, report, and communicate Help Center performance and knowledge management impact to leadership

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