Digital Support Program Manager

Smarsh • Pleasanton, CA

3d

About The Position

The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community. The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals.

This role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences. By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement.

Requirements

• 1–3 years of experience as a Program Manager or similar role with measurable success.
• Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.
• Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.
• Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.
• Demonstrated leadership across teams and projects, influencing without direct authority.
• Experience in support operations, self-service programs, KCS, and/or online community environments.
• Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.
• Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.
• A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.
• Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership.
• Confident building relationships and delivering training, coaching, and enablement to colleagues.
• A deep understanding of KCS methodology, processes, and objectives.
• Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.
• Highly effective at collaborating across teams, functions, and organizational levels.
• Proven success in teaching, coaching, and coordinating complex, multi-team initiatives.
• Bachelor’s degree or equivalent practical experience.
• A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.
• Ability to travel 5–10% as needed.

Responsibilities

• Manage the KCS strategy, roadmap, and adoption across global Support teams.
• Oversee the knowledge base to ensure content quality, accuracy, structure, and usability.
• Facilitate KCS training, workshops, and ongoing coaching for the global Support organization.
• Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.
• Lead KCS dashboard reviews with Leadership and guide data-driven decisions.
• Coordinate recurring KM program evaluations, audits, and health checks.
• Oversee the article quality monitoring program and ensure corrective actions.
• Drive content tuning initiatives to improve customer self-service success.
• Maintain the KCS Rewards & Recognition program to encourage participation and excellence.
• Contribute to the Content Council and act on opportunities identified across teams.
• Collaborate with AI and KDE teams to identify, prioritize, and close content gaps.
• Partner with the Digital Support team to improve content findability and search experience.
• Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.
• Oversee the health, growth, and effectiveness of the online peer-to-peer community.
• Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.
• Create, maintain, and improve moderation playbooks, workflows, and best practices.
• Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.
• Ensure community-related roles are staffed, trained, and operating effectively across all product lines.
• Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.
• Perform administrative functions such as account unlocks, password resets, and display name updates.
• Support other duties as needed to ensure operational excellence and community success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level