Director, CX Process & Content Strategy

Inclusively Remote; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation packages

100% covered health insurance premiums

401k with company match

Tuition and student loan repayment

Flexible work schedule with unlimited

Monthly 3-day weekends

Monthly WFH stipend

Paid sabbatical leave

Job summary

Roadie, a UPS company, is seeking a Manager, Process & Content to lead the CX Process and Content teams, owning SOPs, process mapping and the end-to-end content lifecycle across internal and external channels.

You will manage knowledge base strategy, platform governance (Salesforce), and partner with Training, Quality and BPO teams to ensure accurate, current content for agents and customers.

Qualifications

• 3+ years leading process and content functions in a contact center environment.
• Experience supporting outsourced services or BPO operations.
• Strong knowledge base/content strategy, including Salesforce.
• Experience measuring and reporting content effectiveness using data.
• Excellent people leadership and prioritization for scaling teams.
• Experience building SOP frameworks and process mapping from scratch.
• Excellent writing and information architecture skills for multi-audience content.

Responsibilities

• Build, lead and develop the CX Process and Content teams with clear priorities.
• Own SOP creation and maintenance for agent-facing processes.
• Oversee process mapping and documentation to formal workflows.
• Manage end-to-end content lifecycle for knowledge base and help center.
• Own knowledge base strategy and platform management (Salesforce).
• Define governance, version control and retirement of content.
• Partner with Training Delivery and Quality to close process gaps.

Skills

People leadership

Process mapping

Knowledge base strategy

Cross-functional collaboration

Writing and editing

Data-driven decisions

Tools

Salesforce

Whimsical

Lucidchart

Job description

Roadie, a UPS company, is seeking a Manager, Process & Content to lead the CX Process and Content teams, owning SOPs, process mapping and the end-to-end content lifecycle across internal and external channels.

You will manage knowledge base strategy, platform governance (Salesforce), and partner with Training, Quality and BPO teams to ensure accurate, current content for agents and customers.