AI Content Program Manager, Chatbot

About the role

You'll sit within the Knowledge & Instructional Content team (KIC) that supports both our members (customers) and our Support Specialists. You'll own the strategy and execution of our support chatbot, the front line for how members get fast, accurate answers, and you'll support the full lifecycle of the Help Center articles and internal Support documentation that feed it.

Responsibilities

• Own the analysis of chatbot resolution data in partnership with Member Care and AI Operations, identify where content gaps are limiting AI resolution rates, drive the roadmap for what gets built, updated, or restructured next, and help evaluate whether a single-platform or multi-platform chatbot strategy best serves our members.
• Work directly in our chatbot platform (currently Intercom) to configure and maintain our support chatbot, and use Claude Code to build and maintain the data connectors that power it.
• Identify where AI can change how the team works, and own the evaluation and rollout of new AI tools and workflows.
• Build functional internal tools using no-code/low-code platforms (such as Lovable) to solve real team friction points. You'll ship internal tools frequently, with support and context from the team.
• Utilize Large Language Models (LLMs) for drafting, brainstorming, and basic data synthesis to accelerate content production.
• Support the creation, maintenance, and ongoing improvement of member-facing Help Center content that supports fast, accurate self-serve resolution.
• Write clear, actionable technical how-tos and process documentation that guide members and Support Specialists to the most efficient and effective resolution.
• Help maintain internal Support documentation so it is clear, accurate, and structured for both human and AI-assisted resolution.
• Own the working relationship with Member Care, Product, QA, Marketing, and cross-functional partners to anticipate content needs, set priorities, and ensure documentation reflects current product behavior.

Requirements

• AI Expertise: You go beyond using AI tools like Gemini and Claude to draft and brainstorm. You understand how chatbot content architecture affects resolution rates, and you can bring informed opinions to conversations about AI strategy, not just execute against it. You can learn new tools quickly and are curious about how technology can make your content, and the systems it feeds, more effective.
• Technical Fluency: You have hands-on experience working in chatbot platforms such as Intercom (our current platform). You'll use Claude Code daily to build and maintain data connectors, so prior experience with it is ideal, though comparable experience with similar technical tools works too. You're comfortable owning the technical side of chatbot configuration, not just the content that feeds it.
• Strong Communication: You possess strong writing skills and can take a complex product and make it easy to understand through structured, action-oriented documentation.
• Data-Driven Mindset: You have an understanding of how analytics impact strategic decisions and guide content prioritization and search optimization. You are comfortable reviewing chatbot resolution data or Help Center analytics to identify gaps and prioritize what to write or update next.
• Systems Thinking: You have a strong grasp of systems thinking and independently connect documentation to Support workflows and Member Care operations, spotting cross-team dependencies before they become blockers.
• Efficiency & Growth: You love finding opportunities to improve existing content and can independently move projects forward while balancing multiple priorities.

Qualifications

• Masters degree in Computer Science, Artificial Intelligence, or a related field, or equivalent practical experience.
• Experience in chatbot development and configuration, preferably in Intercom.
• Hands-on experience with Claude Code or similar tools.
• Strong understanding of AI and its impact on content strategy and resolution rates.
• Experience with large language models (LLMs) for content generation and data synthesis.
• Excellent communication and writing skills, with the ability to translate complex concepts into clear, actionable documentation.
• Ability to analyze and interpret data to inform content strategy and improve user experience.
• Proven ability to work collaboratively with cross-functional teams and stakeholders.

Skills

• AI Content Strategy
• Chatbot Configuration and Maintenance
• Data Analysis and Interpretation
• Content Generation and Data Synthesis
• Collaboration and Cross-Functional Teamwork
• Technical Fluency in Chatbot Platforms

Benefits

• Competitive Salary
• Equity Grants
• Wellness Programs
• Exceptional Family Leave Policies

Pay

$140K - $158K

Schedule

Full-time