Senior Support Content Program Manager
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We’re looking for a Senior Support Content Program Manager to join Snap Inc! As a member of the Operations team, you will manage and execute strategic initiatives for the Snapchat Support help center and externally facing knowledge base content to ensure our Snapchatter community is supported effectively. You’ll ideate, plan, execute, and improve upon the Support Content Program with the ultimate goal of improving support content discovery and issue resolution at scale.
What you’ll do:
Own and optimize the content and user experience on the Snapchat Support help center, ensuring that Snapchatters can easily find answers to common questions, learn about new products and features, and get help from support
Ideate and execute on a roadmap for support content, driving long-term projects and initiatives from inception to completion
Monitor and analyze content data, localization quality, help center and search traffic, and other key performance indicators; identify trends and translate help center and content data into clear and actionable insights to improve the support experience
Manage and develop a team of program managers and specialists—balancing day-to-day operations, progress on projects, and personal development of team members
Maintain and operationalize content style guide to ensure consistency across Snapchat Support communications on the help center and other support interactions with Snapchatters
Collaborate with and foster cross-functional relationships with Operations, Product, Engineering, Legal, Marketing, and other partners to drive shared objectives forward
Drive and implement solutions for gaps, inefficiencies, or inconsistencies across the Support Content Program through process and communication channels
Knowledge, Skills & Abilities
Excellent verbal and written communication skills, with high attention to detail
Ability to initiate and autonomously drive cross-functional projects to completion in a fast-paced environment
Excellent problem-solving skills, and the ability to translate ambiguous business challenges into actionable plans
Intellectual curiosity and a willingness to experiment in order to learn and identify creative solutions to problems
Strong interpersonal skills to work effectively with a wide variety of stakeholders and teams across varying disciplines and levels
Experience working with content management systems, website analytics, and search engine optimization
Minimum Qualifications:
BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field
6+ years of experience in program/project management, support or marketing content, or other related field
Experience producing, managing, and improving upon written content; or experience managing large-scale customer support operations or programs
1+ years of people management experience
Preferred Qualifications
Previous experience working for a consumer technology, communications, or social media company
Web content development experience, including CSS and HTML
Familiarity with customer support and journey mapping
Experience with ticketing systems such as Jira
Passion for supporting the community of Snapchat, and understanding of what makes for a good customer, business, and platform experience
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].