Manager I, Content Program Management
About The Position
Rover connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, Rover is a values-driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. They are investing in AI as a business accelerator and provide every team member access to AI tools. Rover has been recognized as a great place to work, named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington's Best Workplaces in the Puget Sound Business Journal. Rover is committed to creating an accessible, inclusive, and welcoming community, which starts with their employees. They are looking for a Content Program Manager to join their Skills & Knowledge Program Management team. This role will lead critical initiatives in operations content and knowledge base management that directly support business growth and delight customers. The ideal candidate brings functional expertise in content strategy, writing, and knowledge management, paired with a strong understanding of business priorities and cross-functional collaboration. They thrive in a fast-paced environment, think strategically about how knowledge enables frontline performance, and take a hands-on approach to driving measurable outcomes. They are energized by building systems that scale and by coaching the people who keep them running. This role will help Rover Operations achieve its business objectives by creating and executing the knowledge management strategy for customer-facing and employee-facing learning content. To be eligible for this role, candidates must be able to work remotely and reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas and Michigan.
Requirements
- 2+ years of experience as a people manager and content leader within an operations, customer service, or other customer-facing environment.
- 2+ years of experience successfully applying the principles, standards, and tools associated with business analysis, program management, and project management.
- Current knowledge of effective content and knowledge management methodologies, techniques, and practices.
- Experience managing and using various knowledge base tools and help center systems.
- Strong data analysis skills and financial acumen; ability to use data to understand problems, identify options, and make sound decisions.
- Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization.
- BA/BS degree or equivalent professional experience.
Nice To Haves
- Experience working at a fast-paced tech company or in a startup environment
- Experience working in a marketplace or B2C organization
- Experience working with customer support teams
- Familiarity with AI-powered tools for content creation, curation, or knowledge management
Responsibilities
- Lead, coach, and develop a team of Content Writer/Editors based across global locations.
- Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information that improves resolution speed and customer satisfaction.
- Identify and solve for gaps and emerging needs in knowledge management program and process capabilities, including evaluating opportunities to leverage AI-powered content and search tools.
- Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service, aligning tools and approach across teams.
- Elevate teams' knowledge and expertise in the use of project management methodologies and tools within your functional area.
- Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback, then drive continuous improvement in outcomes.
- Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams to deliver on strategic objectives.
- Routinely review key milestones with senior leaders. Troubleshoot major roadblocks and delays autonomously.
Benefits
- Competitive compensation
- 401k match
- Long-term incentive plan with a company performance-based cash payout
- Flexible PTO
- Competitive benefits package, including medical, dental, and vision insurance
- Commuter benefits
- Bring your dog to work (and unlimited puppy time)
- Pet benefits, including $1000 toward adopting your first dog or cat
- Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches monthly
- Regular team activities performed in-person and virtually
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
