Director, CX Process & Content

Roadie; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

401k with company match

Student loan assistance

Unlimited PTO

Monthly WFH stipend

Sabbatical leave

Tech/tools provided

Job summary

Roadie, a UPS company, is a leading logistics and delivery platform. The Manager, Process & Content will lead the CX documentation team and own end-to-end content lifecycle for agent-facing processes and external help center content.

You will build and mentor the CX Process and Content teams, govern SOPs, and manage knowledge-base strategy across internal systems like Salesforce. The role collaborates with Training, Quality, Product, and Marketing to stay ahead of policy and feature changes.

Qualifications

• 3+ years leading process and content functions in a contact center environment.
• Experience supporting outsourced services or BPO operations, maintaining consistent processes and content.
• Experience managing knowledge base platforms (e.g., Salesforce).
• Excellent writing and information-architecture skills, with the ability to make complex content clear.

Responsibilities

• Build, lead and develop the CX Process and Content teams with clear priorities and coaching.
• Own SOP creation and maintenance for agent-facing processes and ensure readability.
• Oversee process mapping to translate informal practices into formal workflows across CX segments.
• Manage end-to-end content lifecycle for internal knowledge base articles, job aids, and external help center content.
• Own knowledge base strategy and platform management (Salesforce) across internal and external content.
• Establish governance: version control, review cadence, approval workflows, retirement of outdated content.
• Define, track, and report on documentation health metrics to drive continuous improvement.
• Partner with Training Delivery and Quality to reflect content changes in curriculum and nesting materials.
• Manage BPO-facing process/content updates with parity and compliance across partner sites.
• Collaborate with CX leadership, Product, and Marketing on upcoming changes.

Skills

People leadership

Cross-functional collaboration

Process documentation

Content strategy

Data-driven improvement

Tools

Salesforce

Whimsical

Lucidchart

Job description

Roadie, a UPS company, is a leading logistics and delivery platform. The Manager, Process & Content will lead the CX documentation team and own end-to-end content lifecycle for agent-facing processes and external help center content.

You will build and mentor the CX Process and Content teams, govern SOPs, and manage knowledge-base strategy across internal systems like Salesforce. The role collaborates with Training, Quality, Product, and Marketing to stay ahead of policy and feature changes.