Senior Program Manager - Content Ops and Learning Technology
New
USFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7–10+ years
- Required Skills
- Data analyticsZendesk
Requirements
- 7–10+ years of experience in content operations, knowledge management, learning technology, or customer education environments.
- Hands-on experience administering LMS or learning platforms (e.g., Skilljar, Docebo, Thought Industries, or similar).
- Strong ability to manage complex, multi-workstream environments.
- Experience designing or operating ticket-to-knowledge workflows, content governance systems, and scalable documentation processes.
- Strong understanding of content taxonomy, metadata structures, and search optimization in help center or knowledge base environments.
- Familiarity with support platforms such as Zendesk and AI-assisted content tooling.
- Analytical mindset with the ability to interpret content performance data.
- Strong communication and collaboration skills.
Responsibilities
- Own and optimize the learning management ecosystem, including platform administration, configuration, learner journeys, taxonomy design, and integration with support tools.
- Build and maintain content operations infrastructure, including governance models, ticket-to-article workflows, content auditing, tagging standards, and cross-vertical content coordination.
- Develop and manage analytics dashboards tracking content performance, learner engagement, deflection rates, and knowledge effectiveness.
- Drive AI and tooling integration into content workflows, ensuring effective use of AI-assisted drafting, gap detection tools, and emerging automation capabilities.
- Partner with support and product teams to align release cycles with content updates.
- Oversee content prioritization and project tracking across multiple products and verticals.
- Continuously improve content discoverability, search performance, and knowledge architecture.
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