Senior Program Manager (Content Ops)

TL;DR

Senior Program Manager (Content Ops): Building and optimizing the operational engine for a Customer Education function across 33+ products with an accent on learning management platforms and content governance. Focus on scaling content infrastructure, integrating AI tools for gap detection, and designing ticket-to-article workflows to drive ticket deflection.

Location: Remote (United States)

Company

hirify.global is a software and payments leader for various groups and organizations, providing essential technology solutions through a portfolio of 33+ products.

What you will do

• Administer and optimize the Skilljar LMS, transitioning it to a scalable single-instance architecture.
• Integrate AI tools such as Stylo Scribe, Claude, and ChatGPT into content creation and gap detection workflows.
• Establish and track content performance metrics, ticket deflection rates, and learner outcomes.
• Manage content project tracking and governance across 9 verticals and 33+ products.
• Build and operate the ticket-to-article workflow to convert high-volume support contacts into self-service knowledge content.
• Conduct regular content audits and align help center architecture with Zendesk re-implementation efforts.

Requirements

• 7–10+ years of experience in content operations, knowledge management, or learning technology administration.
• Hands-on experience administering an LMS (Skilljar strongly preferred; Thought Industries or Docebo also relevant).
• Proven ability to manage multiple concurrent workstreams in a complex, multi-product environment.
• Experience building ticket-to-knowledge-article workflows or similar content triage processes.
• Strong understanding of content taxonomy, metadata, and search optimization within knowledge bases.
• Must be based in the United States.

Nice to have

• Experience in a multi-product or multi-vertical SaaS environment.
• Familiarity with AI-assisted content creation tools and workflows.
• Background in instructional design, curriculum development, or customer education.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance options.
• 401(k) with 100% company match up to 4%.
• Flexible paid personal and vacation time built on mutual trust and accountability.
• 10 sick days and 10 company-paid holidays annually.
• 6 weeks of paid parental leave.
• 100% employer-paid short/long-term disability and basic life insurance.

Hiring process

• Interactive and conversational interviews focusing on personal experience and problem-solving.
• Strict prohibition of real-time AI tools or external assistance during the interview process.