Solutions Engineer, AI
Valence
ServiceNow
Senior Program Manager, Customer Knowledge Base
Vanta
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $101,000 - $137,000 per year
Job Level
Senior
Tech Stack
ServiceNow
About the role
- 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
Requirements
- Bachelor’s degree or equivalent experience in Technical Writing, Communications, Knowledge Management, or related field
- 5+ years of experience owning or managing large-scale, public-facing knowledge bases
- Proven success managing content strategy and operations for a Help Center with 700+ articles
- Proficiency with knowledge management platforms (e.g., Zendesk, Intercom, ServiceNow, Confluence, SharePoint)
- Strong program management and collaboration skills, with experience leading cross-functional initiatives
- Analytical mindset, with expertise in leveraging data and insights to drive measurable improvements in content performance
- Excellent writing, editing, and communication skills, with ability to simplify complex technical concepts
- Experience applying SEO and search optimization techniques to knowledge base content
- Working knowledge of HTML and CMS administration
- Experience with AI tools used to streamline knowledge management processes, improve content workflows, and optimize Help Center performance
- Self-starter mindset with the ability to independently drive projects forward in a lean environment without direct reports
- Ability to manage multiple projects simultaneously and deliver in fast-paced environments
