Manager, Process & Content

September 26, 2026

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Job Description:

Lead and develop the CX Process and Content teams
Set priorities and standards and coach team members for growth
Own SOP creation and maintenance for agent-facing processes
Oversee process mapping and documentation across CX segments
Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and external help center content
Own knowledge base strategy and platform management across internal and external content
Establish documentation governance, version control, review cadence, approval workflows, and content retirement
Define, track, and report documentation health and success metrics
Partner with Training Delivery/Instructional Design to align process and content changes with curriculum and nesting materials
Partner with Quality to convert QA findings and process gaps into clearer processes and content
Manage BPO-facing process and content updates across partner sites
Collaborate with CX leadership, Product, and Marketing on feature launches and policy updates

Requirements:

3+ years leading process and content functions in a contact center environment
Experience supporting outsourced services or BPO operations
Strong experience in knowledge base/content strategy, including managing knowledge base platforms such as Salesforce, for internal and customer-facing content
Experience measuring and reporting on process and knowledge base/help center content effectiveness
Excellent people leadership, coaching, and prioritization experience
Experience building or scaling SOP frameworks and process mapping practices
Excellent writing, editing, and information-architecture skills
Familiarity with process mapping tools such as Whimsical and Lucidchart
Experience working cross-functionally with Training Delivery, Quality, and Operations leaders
Applicants must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship

Benefits:

100% covered health insurance premiums for yourself
401k with company match
Tuition and student loan repayment assistance
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
Paid sabbatical leave
The technology you need to get the job done
Competitive compensation packages

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...