Manager, Process & Content
Core
Lead a team to translate operations and business needs into clear, scalable workflows and content for Roadie's Customer Experience (CX) contact center, covering process discovery, mapping, content creation, governance, and version control for internal and external support channels.
Role type
Manager, Process & Content
Builds
Agent-facing process documentation, internal knowledge base content, and external help center content for voice, chat, and email support.
Domain
Logistics / Customer Experience Operations
Required skills
Team leadership and coaching, SOP creation and maintenance, process mapping, knowledge base strategy and platform management, documentation governance, metrics tracking and reporting, cross-functional partnership, writing and editing, information architecture.
Preferred skills
Experience with outsourced services or BPO operations, experience building or scaling SOP frameworks from the ground up, familiarity with process mapping tools (e.g., Whimsical, Lucidchart).
Responsibilities
Build and develop the CX Process and Content teams; own SOP creation and maintenance; oversee process mapping and documentation; manage the end-to-end content lifecycle; establish and enforce documentation governance; define and report on documentation health metrics; partner with Training Delivery and Quality; manage BPO-facing updates; partner cross-functionally with stakeholders.
Seniority
Manager, hands-on leadership