Senior Program Manager, Knowledge

Rippling

7d•$90,000 - $150,000

About The Position

Rippling is seeking an AI-native Program Manager to improve knowledge management across its global Support organization, which has more than 1,000 employees. The role owns the internal and external Knowledge roadmap, with the goal of improving customer self-service, support quality, and operational efficiency. Reporting to the Director of Support Operations, the position sets the internal Knowledge roadmap and executes it. The role spans three areas: scaling external help-center content to increase self-service and ticket deflection; improving internal Confluence knowledge to support agents and agent-assist tools; and establishing AI-first workflows and governance so knowledge stays comprehensive, structured for LLM use, and current. The position involves redesigning knowledge structures and templates, partnering with Support Leads to capture and document complex information, and creating workflows that turn information from tickets, Slack, and Jira into polished knowledge articles. It also entails diagnosing shortcomings in customer-facing AI bots and agent-assist tools, then improving content and data structures to increase accuracy and deflection.

Requirements

5–7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
Experience with knowledge hierarchies, taxonomies, and cross-functional information structures.
An AI-first approach and a proven track record using generative AI, LLMs, and automation platforms to reduce administrative work, auto-tag documentation, and build information pipelines.
Ability to operate independently as the sole builder of the roadmap and partner with Support Leads to extract and organize complex information.
Ability to measure knowledge ROI, track support ticket trends, query SQL, analyze deflection metrics, and identify information gaps.
Expert-level knowledge infrastructure experience with Confluence, Jira, and Salesforce Knowledge.
Deep familiarity with prompt engineering and the LLM landscape, including OpenAI, Anthropic, and Gemini.
Expertise in SQL/Snowflake for data analysis and insights.

Nice To Haves

Expertise in text automation and parsing, such as Zapier, regex, or AI content pipelines.
Understanding of text chunking, embedding models, and vector retrieval, including how formatting choices such as Markdown or structural HTML affect AI retrieval.

Responsibilities

Set and execute the internal Knowledge roadmap to improve Support quality and efficiency.
Overhaul and organize the internal Confluence instance for product, process, and policy information.
Establish knowledge frameworks, templates, and structures that are readable by people and optimized for AI chunking and ingestion.
Partner with Customer Support Leads to identify deflection opportunities and turn product updates and tribal knowledge into clear, structured documentation.
Create and scale text-cleaning and content-generation workflows to support knowledge continuity and governance.
Build workflows that capture insights from resolved tickets, Slack threads, and Jira bugs and convert them into internal and external knowledge articles.
Diagnose issues in customer-facing AI bots and internal agent-assist tools, and refine content layouts, semantic keywords, and data structures to improve accuracy and automated deflection.
Measure knowledge ROI by tracking support ticket trends, analyzing deflection metrics, and identifying information gaps affecting customer satisfaction.