Manager I, Content Program Management
Who We're Looking For
We're looking for a Content Program Manager to join our Skills & Knowledge Program Management team. In this role, you'll lead critical initiatives in operations content and knowledge base management that directly support business growth and delight our customers.
The ideal candidate brings functional expertise in content strategy, writing, and knowledge management, paired with a strong understanding of business priorities and cross-functional collaboration. You thrive in a fast-paced environment, think strategically about how knowledge enables frontline performance, and take a hands-on approach to driving measurable outcomes. You're energized by building systems that scale—and by coaching the people who keep them running.
You will help Rover Operations achieve its business objectives by creating and executing the knowledge management strategy for customer-facing and employee-facing learning content.
To be eligible for this role you must be able to work remotely and reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas and Michigan.
Lead, coach, and develop a team of Content Writer/Editors based across global locations.
Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction.
Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools.
Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams.
Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area.
Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes.
Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives.
Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously.
6+ years of experience within an operations, customer service, or other customer-facing environment, including 2+ years applying the principles, standards, and tools associated with business analysis, program management, and project management, and at least 2 years in a people management or content leadership role.
Current knowledge of effective content and knowledge management methodologies, techniques, and practices.
Experience managing and using various knowledge base tools and help center systems.
Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions.
Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization.
BA/BS degree or equivalent professional experience.
Experience working at a fast-paced tech company or in a startup environment
Experience working in a marketplace or B2C organization
Experience working with customer support teams
Familiarity with AI-powered tools for content creation, curation, or knowledge management
Competitive compensation
401k match
Long-term incentive plan with a company performance-based cash payout
Flexible PTO
Competitive benefits package, including medical, dental, and vision insurance
Commuter benefits
Bring your dog to work (and unlimited puppy time)
Pet benefits, including $1000 toward adopting your first dog or cat
Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly
Regular team activities performed in-person and virtually