Digital Support Program Manager

TL;DR

Digital Support Program Manager: Managing and advancing hirify.global’s digital-first support strategy by overseeing Knowledge-Centered Service (KCS) and peer-to-peer online community programs with an accent on operational excellence and customer empowerment. Focus on creating vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences.

Salary: $113,000–$134,830 a year

Company

hirify.global empowers its customers to manage risk and unleash intelligence in their digital communications, serving over 6500 organizations in regulated industries globally.

What you will do

• Manage the KCS strategy, roadmap, and adoption across global Support teams.
• Oversee the knowledge base to ensure content quality, accuracy, structure, and usability.
• Lead KCS training, coaching, and data-driven reviews for leadership.
• Oversee the health, growth, and effectiveness of the online peer-to-peer community.
• Collaborate with Product, Marketing, and Support to design community engagement programs.
• Create and improve moderation playbooks, workflows, and best practices.

Requirements

• 1–3 years of experience as a Program Manager or similar role.
• Proven ability to thrive in fast-paced environments with multiple overlapping projects.
• Exceptional written and verbal communication skills.
• Experience in support operations, self-service programs, KCS, and/or online community environments.
• A deep understanding of KCS methodology, processes, and objectives.
• Bachelor’s degree or equivalent practical experience.

Culture & Benefits

• Join a global organization that values diversity, collaboration, and continuous innovation.
• Work with a team of lifelong learners passionate about innovating with purpose, humility, and humor.
• Leverage the latest in AI/ML technology to help customers break new ground at scale.
• Company recognized as a Best Place to Work by Comparably.com.
• Opportunities for continuous improvement and professional development.
• Ability to travel 5–10% as needed for collaboration or program events.