Manager, Process & Content
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role (maybe describing role). Responsibilities: list of duties. Requirements: maybe "What You Bring". Qualifications maybe overlapping. Skills maybe separate. Benefits: list of benefits. Pay: not mentioned. Schedule: not mentioned (flexible work schedule with unlimited PTO, monthly 3-day weekends, monthly WFH stipend). That's schedule info? Could be considered schedule. But we only include if posting actually states them. It does mention flexible work schedule, unlimited PTO, monthly 3-day weekends, monthly WFH stipend. That's schedule/benefits. Pay not mentioned, so omit Pay section.
We need to avoid filler like "competitive compensation packages" maybe that's benefits? It says "Competitive compensation packages". That's vague but still a benefit. Could include under Benefits. But we need to avoid placeholder like "commensurate with experience". "Competitive compensation packages" is not specific but it's still a statement. Might be okay. However instruction: never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD"). "Competitive compensation packages" is vague but not exactly those. Might be okay.
We need to preserve all substantive info. So we need to include details: 100% covered health insurance premiums, 401k with company match, tuition and student loan repayment assistance, flexible work schedule with unlimited PTO, monthly 3-day weekends, monthly WFH stipend, paid sabbatical leave for tenured team members, technology you need to get the job done (maybe vague). Also "This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S." That's a requirement maybe.
We need to structure.
Let's extract sections:
About the role: maybe a brief summary: "The Manager, Process & Content will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie's Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support."
Responsibilities: bullet list from "What You’ll Do". We'll list each bullet.
Requirements/Qualifications/Skills: The "What You Bring" list includes experience items. Could split into Requirements (years leading process and content functions, experience supporting outsourced services/BPO, strong experience in knowledge base/content strategy, experience measuring and reporting, excellent people leadership background, experience building or scaling SOP frameworks and process mapping practices, excellent writing/editing/information-architecture skills, familiarity with process mapping tools, experience working cross-functionally). Could also include Qualifications maybe overlapping. But we can put all under Requirements or Qualifications. Since we need to avoid thin sections, maybe combine into one "Requirements" section that includes all. Or we could have Requirements (experience) and Skills (writing, editing, etc). But we need to avoid filler. Let's decide: Use Requirements for experience and qualifications, Skills for specific abilities like writing, editing, information architecture, process mapping tools familiarity. But the list includes both.
Better: Have Requirements (years leading, experience supporting outsourced, knowledge base strategy, measuring/reporting, people leadership, building/scaling SOP frameworks, cross-functional work). Skills (excellent writing, editing, information-architecture, familiarity with process mapping tools). Could also include "Experience working cross-functionally with Training Delivery, Quality, and Operations leaders" maybe under Requirements.
We'll include both.
Benefits: list from "Why Roadie?" plus maybe "Competitive compensation packages". We'll list each benefit as bullet.
Schedule: maybe include flexible work schedule with unlimited PTO, monthly 3-day weekends, monthly WFH stipend. Could be under Benefits though. But we have a Schedule section; we could put those there. However Benefits already includes those. To avoid duplication, we could put schedule-specific items under Schedule and other benefits under Benefits. Let's do: Schedule: flexible work schedule with unlimited PTO, monthly 3-day weekends, monthly WFH stipend. Benefits: 100% covered health insurance premiums, 401k with company match, tuition and student loan repayment assistance, paid sabbatical leave for tenured team members, technology you need to get the job done, competitive compensation packages.
Pay: not mentioned, omit.
Now ensure we don't include boilerplate like "For more information, visit www.roadie.com." That's not substantive? It's a link but maybe not needed. Remove.
Also remove "The technology you need to get the job done" maybe vague but it's a benefit. Keep.
Now produce HTML fragment with headings and - for lists,
for prose.
We need to ensure we don't repeat job title. Not include.
Let's craft.
About the role: a paragraph summarizing role.
Responsibilities: list each bullet from "What You’ll Do". We'll convert each sentence starting with a verb.
List:
- Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth
- Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability
- Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments
- Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content
- Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle
- Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content
- Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress
- Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort
- Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content
- Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites
- Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content
Requirements: list from "What You Bring" items that are experience/qualifications.
- 3+ years leading process and content functions in a contact center environment
- Experience supporting outsourced services or BPO operations, maintaining consistent processes and content
- Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content
- Experience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements
- Excellent people leadership background, bringing coaching and prioritization experience to support a scaling team
- Experience building or scaling SOP frameworks and process mapping practices from the ground up
- Experience working cross-functionally with Training Delivery, Quality, and Operations leaders
Skills: list writing/editing/info architecture, familiarity with process mapping tools.
- Excellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences
- Familiarity with process mapping tools (e.g., Whimsical, Lucidchart)
Benefits: list from "Why Roadie?" plus maybe competitive compensation.
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (Roadie will contribute directly to your existing student loans)
- Paid sabbatical leave – tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done
Schedule: list flexible work schedule items.
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
We should ensure we don't include any filler like "competitive compensation packages" maybe okay.
Now produce HTML.
We need to output only HTML fragment, no markdown fences.
Let's craft:
About the role
The Manager, Process & Content will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie's Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support.
Responsibilities
- Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth
- Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability
- Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments
- Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content
- Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle
- Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content
- Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress
- Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort
- Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content
- Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites
- Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content
Requirements
- 3+ years leading process and content functions in a contact center environment
- Experience supporting outsourced services or BPO operations, maintaining consistent processes and content
- Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content
- for lists,
for prose. We need to ensure we don't repeat job title. Not include. Let's craft. About the role: a paragraph summarizing role. Responsibilities: list each bullet from "What You’ll Do". We'll convert each sentence starting with a verb. List: - Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth - Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability - Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments - Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content - Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle - Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content - Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress - Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort - Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content - Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites - Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content Requirements: list from "What You Bring" items that are experience/qualifications. - 3+ years leading process and content functions in a contact center environment - Experience supporting outsourced services or BPO operations, maintaining consistent processes and content - Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content - Experience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements - Excellent people leadership background, bringing coaching and prioritization experience to support a scaling team - Experience building or scaling SOP frameworks and process mapping practices from the ground up - Experience working cross-functionally with Training Delivery, Quality, and Operations leaders Skills: list writing/editing/info architecture, familiarity with process mapping tools. - Excellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences - Familiarity with process mapping tools (e.g., Whimsical, Lucidchart) Benefits: list from "Why Roadie?" plus maybe competitive compensation. - Competitive compensation packages - 100% covered health insurance premiums for yourself - 401k with company match - Tuition and student loan repayment assistance (Roadie will contribute directly to your existing student loans) - Paid sabbatical leave – tenured team members are given time to rest, relax, and explore - The technology you need to get the job done Schedule: list flexible work schedule items. - Flexible work schedule with unlimited PTO - Monthly 3-day weekends - Monthly WFH stipend We should ensure we don't include any filler like "competitive compensation packages" maybe okay. Now produce HTML. We need to output only HTML fragment, no markdown fences. Let's craft:
About the role
The Manager, Process & Content will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie's Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support.
Responsibilities
- Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth
- Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability
- Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments
- Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content
- Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle
- Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content
- Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress
- Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort
- Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content
- Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites
- Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content
Requirements
- 3+ years leading process and content functions in a contact center environment
- Experience supporting outsourced services or BPO operations, maintaining consistent processes and content
- Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content