Manager, Process & Content

The Manager, Process & Content will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie's Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support.

What You’ll Do

Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth

Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability

Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments

Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content

Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle

Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content

Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress

Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort

Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content

Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites

Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content

What You Bring

3+ years leading process and content functions in a contact center environment

Experience supporting outsourced services or BPO operations, maintaining consistent processes and content

Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content

Experience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements

Excellent people leadership background, bringing coaching and prioritization experience to support a scaling team

Experience building or scaling SOP frameworks and process mapping practices from the ground up

Excellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences

Familiarity with process mapping tools (e.g., Whimsical, Lucidchart)

Experience working cross-functionally with Training Delivery, Quality, and Operations leaders

Why Roadie?

Competitive compensation packages

100% covered health insurance premiums for yourself

401k with company match

Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)

Flexible work schedule with unlimited PTO

Monthly 3-day weekends

Monthly WFH stipend

Paid sabbatical leave- tenured team members are given time to rest, relax, and explore

The technology you need to get the job done

This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.