Digital Support Program Manager

How will you contribute?

• Knowledgebase (KCS Program Leadership)
• 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.


• Community (Peer-to-Peer Program Leadership)
• 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.

What will you bring?

• 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.