Content and Knowledge Program Manager

Sorry, this job was removed Sorry, this job was removed at 08:20 p.m. (PST) on Monday, Oct 28, 2024
Be an Early Applicant
Remote
Internship
Fintech • Payments
The Role

Who we areAbout Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

In this newly-created role, the Content and Knowledge Program Manager will be responsible for establishing a new knowledge management center of excellence within the People team at Stripe. Specifically, this role will report to the head of the Global People Support (GPS) organization, which provides support at scale to Stripes around the world. This role will recommend a content and knowledge strategy for the team and then lead the work of bringing it to life. The ideal candidate will have deep expertise in content and knowledge management, be a tech-forward systems thinker who thrives in ambiguity, and be able to both formulate a strategic vision and then drop down into the details to develop and collaboratively execute on a detailed project plan to complete the work. Does this sound like you? Read on for more. We’d love to have you bring your talents to the team!

This is a full-time position and can be in-office, hybrid, or fully remote. Available office locations are San Francisco, Seattle, New York City, and Chicago.

What you’ll do

  • Collaborate with Global People Support (GPS) peers and use systems thinking to understand the end to end user support journey for Stripes and make recommendations for deploying self-service content and technology to improve the employee experience and reduce operational effort for HR support.
  • Develop and execute a comprehensive knowledge management strategy for the Global People Support (GPS) organization, which provides horizontal HR support for employees across Stripe and around the globe. 
  • Collaborate with internal and external partners  - and leverage industry leading practices - to develop content standards, including hygiene and governance strategies, that ensure effective and accurate creation, auditing, and maintenance of high-quality content. 
  • Partner with Corporate Technology teams to design, test, and implement tech-forward tools and solutions (such as chatbots, slack integrations, generative AI/LLM, and more) that enable users to more efficiently and effectively find the information they are looking for to answer questions, solve problems, and get the help they need.
  • Collaborate with subject matter experts to create, review, and maintain a wide range of HR-related content, including policies, procedures, and training materials.
  • Identify key metrics for program success and implement monitoring that enables us to analyze usage patterns and feedback related to content usefulness, accuracy, and completeness, as well as operational impact (e.g., ticket reduction, resolution times, etc.)

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • Bachelor's degree or the equivalent combination of education and experience
  • 5+ years of experience in knowledge management, content management, program management, or a related role, with expertise in one or more content management platforms. 
  • Demonstrated expertise in knowledge management as a craft, including content creation, organization/curation, analytics, and search optimization
  • Strong technical aptitude and curiosity about new tools and technologies, along with general understanding of LLMs and ML models and use cases
  • General understanding of HR processes, policies, and programs
  • Exceptional written and verbal communication skills (English)
  • Strong collaboration skills, with the ability to work cross-functionally and cross-culturally
  • Data fluency with the ability to interpret data and formulate insights to drive improvements
  • Detail-oriented, with a focus on accuracy and quality
  • Strong organizational and project management skills

Preferred qualifications

  • Degree in HR, Communications, or IT/Computer Science
  • Experience as a technical writer or copywriter/editor
  • Experience with Workday, Confluence, Salesforce, and other HR ticketing or knowledge management systems
  • PHR or PMP certification (or their equivalents)
The Company
Seattle, WA
5,600 Employees
Hybrid Workplace
Year Founded: 2010

What We Do

Stripe is a technology company that builds economic infrastructure for the internet. Businesses of every size—from new startups to public companies—use our software to accept payments and manage their businesses online. Our mission is to increase the GDP of the internet.

Learn more at www.stripe.com/jobs.

Gallery

Gallery

Similar Jobs

Atlassian Logo Atlassian

Principal Program Manager, Growth

Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Remote
San Francisco, CA, USA
11000 Employees
159K-256K Annually

Tempus AI Logo Tempus AI

Precision Medicine Program Director - Southeast

Artificial Intelligence • Big Data • Healthtech • Machine Learning • Analytics • Biotech
Easy Apply
Remote
2 Locations
2482 Employees
150K-200K Annually

Chronosphere Logo Chronosphere

Technical Program Manager

Cloud • Enterprise Web • Software
Remote
United States
299 Employees
153K-180K Annually

Vivian Health Logo Vivian Health

Technical Program Manager

Healthtech • HR Tech • Software
Easy Apply
Remote
United States
110 Employees

Similar Companies Hiring

Block Thumbnail
Software • Payments • Fintech • Financial Services • eCommerce • Cryptocurrency • Blockchain
Seattle, WA
12000 Employees
Cash App Thumbnail
Software • Payments • Mobile • Fintech • Financial Services • Blockchain
Seattle, WA
3500 Employees
Opendoor Thumbnail
Software • Real Estate • PropTech • Fintech • eCommerce
Seattle, WA
1900 Employees
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account