Content/QA Training Manager

Fi • New York, NY

21h

About The Position

Fi is a passionate team working to transform the human-pet relationship by developing cutting-edge technology to revolutionize pet parenting. They aim to bridge the communication gap between pets and humans, enabling owners to understand their pets' feelings and health in real-time. Fi is seeking a Content/QA Training Manager to manage their knowledge and training ecosystem during a period of AI-driven transformation and international growth. This role is central to optimizing content for AI, improving answer accuracy and resolution rates, and overseeing the Help Center, internal knowledge base, and agent training programs across significant product launches and international expansion. This is a full-time contractor role, approximately 6–7 months, covering a planned maternity leave from mid-May/June 2026 through December 2026, with a start 4–6 weeks prior for handoff.

Requirements

• 5+ years in CX content, knowledge management, or enablement roles
• 2+ years managing or leading a content/training function
• Hands-on experience with AI tools in a CX context — deflection, agent assist, chatbots, or content optimization for AI consumption
• Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar)
• Strong project management skills; comfortable with Asana or similar tools
• Excellent written communication — you write clear, customer-friendly content quickly

Responsibilities

• Own Help Center and IKB content with an AI-first mindset, partnering with the AI team to optimize content for Decagon, improving answer accuracy and resolution rates — contributing to the goal of 90%+ AI bot solves.
• Own day-to-day management, optimization, and governance of Fi's external Help Center and internal Knowledge Base.
• Keep content accurate and aligned with product updates, policy changes, and new launches — including international adaptation for EU markets.
• Oversee agent training for internal and BPO teams.
• Maintain LMS content, ensure compliance, and support new product launch training as needed.
• Identify and close gaps between QA outcomes and training workflows, ensuring low scores trigger appropriate retraining and coaching interventions.
• Run calibration sessions to diagnose whether score variances stem from rubric issues, grader inconsistency, or agent performance.
• Evaluate QA tooling effectiveness and recommend improvements to support program goals.
• Build reporting and visibility into QA trends across the team, surfacing insights to CX leadership.
• Provide day-to-day direction to the Content Specialist and Training Lead.
• Serve as the primary point of contact for cross-functional stakeholders and keep the VP of CX looped in on progress, blockers, and decisions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed