TL;DR

Senior Manager, Knowledge Strategy (Program Management): Leading the design, development, and implementation of a robust self-service experience using Knowledge Centered Service (KCS) best practices with an accent on driving KCS program adoption, optimizing the Help Center strategy, and shaping content. Focus on managing the KCS Council, ensuring KCS v6 Certification, leveraging AI for content, and refining customer experience through analytics and user feedback.

Location: Hybrid in New York, New York. Candidates must have legal right to work in the U.S.

Salary: $100,000–$128,000

Company

%hirify_global% is a leading North American audio entertainment company, providing subscription and digital advertising-supported audio products, including music, sports, talk, news, comedy, and podcasts.

What you will do

Lead the end-to-end Knowledge-Centered Service (KCS) program, driving adoption and aligning practices with customer needs and company goals.
Manage the KCS Council, advocate for industry best practices, and maintain KCS v6 Certification.
Co-own the vision and execution of the Help Center strategy, optimizing site architecture and collaborating with cross-functional partners.
Act as Knowledge Admin, designing and configuring the knowledge base within Salesforce Service Cloud and Experience Cloud, leveraging AI for content creation and delivery.
Shape the content strategy, guiding the creation of knowledge articles and FAQs, conducting audits, and using data-driven insights.

Requirements

7+ years of experience in KCS program management.
KCS Practices v6 Certified.
Proficient in knowledge management systems (e.g., Salesforce Knowledge, Contentful) and CRM integrations.
Strong background in content strategy, digital self-service, and project management.
Strong data analysis skills, with experience using web analytics tools (e.g., Google Analytics, Adobe Analytics).
Excellent written and verbal communication skills.
Must have legal right to work in the U.S.

Nice to have

Experience in the audio entertainment, media, or telecommunications industry.
Experience using customer feedback platforms and tools like Qualtrics.
Experience leveraging AI for process improvement and support answers.

Culture & Benefits

Opportunity to lead a high-impact program and influence company-wide customer experience.
Be part of a forward-thinking team that values innovation, collaboration, and continuous improvement.
Compensation includes base salary and potentially discretionary short-term and long-term incentives.
Fosters mutual respect, professionalism, and cooperation in the work environment.