Program Manager II - Digital Experience & Knowledge Base

Job Duties And Responsibilities

Candidates must be willing to participate in at least one in-person interview. The main goal of this role is to improve and grow digital self-service tools, making sure millions of users can find accurate answers easily. The PM will fix problems in help center designs by combining user experience strategies with smart content planning. This position will also organize data and content so that advanced AI search tools can give users the most helpful solutions.

What Success Looks Like (Objectives)

• Transform customer-facing help center layouts and structural design to lower search friction, elevate self-service resolution rates, and systematically decommission legacy information architecture
• Partner with Product Managers to structure, tag, and organize content repositories so search algorithms and generative AI tools retrieve exact, context-aware answers
• Standardize and publish dynamic knowledge assets across multiple brand portfolios, ensuring full readiness for high-impact product launches and peak-traffic events
• Cook up complex workflows among product engineers, UX content designers, and data scientists to deploy frictionless platform enhancements on schedule
• Analyze critical self-service web metrics and user journey data to identify gaps, calculate operational impact, and run localized experimentation to boost user trust

Skills, Experience And Requirements

• Core Skills and Competencies (What you’ll bring)
• Strong understanding of web design and content writing principles to present technical information in a clear, easy-to-read way
• Good grasp of how AI tools, search systems, and automated chatbots use written content to answer user questions
• Able to look at website data and business metrics to figure out which improvements will help customers the most
• Great communication skills to help different teams, like IT, brand marketing, and product engineering, work together toward the same goals
• Flexibility to handle shifting priorities, manage your time well, and work comfortably in a fast-paced environment

• Critical Experiences
• Experience managing customer-facing websites, automated chatbots, or online help centers
• Hands-on experience organizing and publishing web pages using a Content Management System (CMS)

• Minimum Requirements
• Minimum Education: Bachelor’s Degree in Business, Web Design, Business Analytics, or a related field
• Minimum Experience: 1 to 3 years of experience managing online customer platforms, automated chatbots, website layouts, or help pages

• Required Technical Skills
• Content Management Systems (like Adobe Experience Manager, WordPress, or Squarespace)
• Website analytics tools (like Google Analytics or Adobe Analytics)
• A/B testing tools (like Adobe Target or Optimizely)
• Project tracking software (like JIRA or Airtable)

Additional Qualifications

• Basic understanding of HTML, CSS, or JavaScript
• Experience designing or building websites
• Experience working on team projects alongside product developers
• Familiarity with Adobe Experience Manager

Salary Ranges

Compensation: $72,350.00/Year - $103,400.00/Year

Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.

Contact Information

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.