QA/Training/Content Manager

Fi Smart Dog Collar • New York, NY

22h

About The Position

Fi is looking for a QA/Training/Content Manager to own our knowledge and training ecosystem during a pivotal period of AI-driven transformation and international growth. The way customers and agents access information is changing fast — and we're building ahead of it. We're moving past static FAQs and canned responses toward an AI-optimized content ecosystem where the right answer reaches the right person before they even have to look. This role sits at the center of that shift, owning Fi's Help Center, internal knowledge base, and agent training programs across a period of significant product launches and international expansion. This is a full-time contractor role (~6–7 months) covering a planned maternity leave from mid-May/June 2026 through December 2026. You'll start 4–6 weeks before the leave begins, work directly with the current Senior Manager through handoff, then take full ownership from there.

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

Nice To Haves

• experience optimizing content specifically for AI/LLM consumption (structured data, semantic chunking, intent mapping)
• familiarity with platforms like Decagon, Ada, or Forethought
• a background in DTC/consumer tech or hardware
• experience working with BPO partners

Responsibilities

• Own Help Center and IKB content with an AI-first mindset.
• Partner with our AI team to optimize content for Decagon, improving answer accuracy and resolution rates.
• Contribute to our 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.
• Be the primary point of contact for cross-functional stakeholders and keep the VP of CX looped in on progress, blockers, and decisions.

Benefits

• The actual base rate offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.

What This Job Offers

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