Manager, Process & Content

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Roadie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🍽️ Food & Beverage

🏥 Healthcare

🏗️ Construction

Food & Beverage • Healthcare • Construction

Roadie is a crowdsourced delivery platform that provides local same-day delivery across the United States. As a UPS company since 2021, it offers reliable delivery solutions with a network of 200,000 drivers, enabling efficient last-mile shipping for various industries like retail, e-commerce, and healthcare. Roadie's services include handling deliveries for bulky items, returns processing, and providing delivery solutions for a wide range of industries including airline luggage, grocery, and construction supplies. Their platform supports streamlined delivery operations with real-time tracking, 24/7/365 availability, and seamless API integration, making Roadie an ideal solution for businesses looking to improve their logistics and delivery capabilities.

📋 Description

• Lead and develop the CX Process and Content teams • Set priorities and standards and coach team members for growth • Own SOP creation and maintenance for agent-facing processes • Oversee process mapping and documentation across CX segments • Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and external help center content • Own knowledge base strategy and platform management across internal and external content • Establish documentation governance, version control, review cadence, approval workflows, and content retirement • Define, track, and report documentation health and success metrics • Partner with Training Delivery/Instructional Design to align process and content changes with curriculum and nesting materials • Partner with Quality to convert QA findings and process gaps into clearer processes and content • Manage BPO-facing process and content updates across partner sites • Collaborate with CX leadership, Product, and Marketing on feature launches and policy updates

🎯 Requirements

• 3+ years leading process and content functions in a contact center environment • Experience supporting outsourced services or BPO operations • Strong experience in knowledge base/content strategy, including managing knowledge base platforms such as Salesforce, for internal and customer-facing content • Experience measuring and reporting on process and knowledge base/help center content effectiveness • Excellent people leadership, coaching, and prioritization experience • Experience building or scaling SOP frameworks and process mapping practices • Excellent writing, editing, and information-architecture skills • Familiarity with process mapping tools such as Whimsical and Lucidchart • Experience working cross-functionally with Training Delivery, Quality, and Operations leaders • Applicants must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship

🏖️ Benefits

• 100% covered health insurance premiums for yourself • 401k with company match • Tuition and student loan repayment assistance • Flexible work schedule with unlimited PTO • Monthly 3-day weekends • Monthly WFH stipend • Paid sabbatical leave • The technology you need to get the job done • Competitive compensation packages