Manager, Process & Content

Roadie
Atlanta
Workplace: RemoteFull timeFunction: Content & Editorial (Writing/Editing)Experience: 3+ yearsSkills: ["People leadership","Coaching","Prioritization","Writing","Editing","Information architecture","Cross-functional collaboration","Governance","Stakeholder management"]

Lead the CX Process & Content team to turn evolving contact-center needs into clear, scalable agent workflows and knowledge base content. Own SOP creation and maintenance, process mapping, and the end-to-end content lifecycle for internal knowledge, job aids, and the external help center. Establish governance (version control, reviews, retirement), track documentation health metrics, and partner across Training, Quality, Operations, and BPO sites to ensure consistent, compliant support across voice, chat, and email.

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FursaFursa
Roadie
Roadie
2 days ago

Manager, Process & Content

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead the CX Process & Content team to turn evolving contact-center needs into clear, scalable agent workflows and knowledge base content. Own SOP creation and maintenance, process mapping, and the end-to-end content lifecycle for internal knowledge, job aids, and the external help center. Establish governance (version control, reviews, retirement), track documentation health metrics, and partner across Training, Quality, Operations, and BPO sites to ensure consistent, compliant support across voice, chat, and email.
Location: Atlanta
Workplace: Remote
Employment Type: Full time
Job Function: Content & Editorial (Writing/Editing)
Seniority: Manager level

Key Responsibilities

  • •Build, lead, and develop CX Process and Content teams, setting priorities and standards and coaching for growth.
  • •Own SOP creation and maintenance for agent-facing processes using a tiered SOP framework.
  • •Oversee process mapping and documentation to translate informal practices into structured CX workflows across segments.
  • •Manage the end-to-end content lifecycle for internal knowledge base articles, job aids, reference materials, and the external help center content.
  • •Establish governance (version control, review cadence, approval workflows, retirement) and define/report documentation health metrics while partnering with Training, Quality, and BPO operations.

Pay and Benefits

Perks:Health Insurance401kPaid LeaveTuition AssistanceHome OfficeSabbatical Leave3-day Weekends

Key Requirements

  • •3+ years leading process and content functions in a contact center environment.
  • •Experience supporting outsourced services or BPO operations while keeping processes and content consistent.
  • •Strong knowledge base/content strategy experience, including managing platforms such as Salesforce for internal and customer-facing content.
  • •Experience measuring and reporting effectiveness of processes and knowledge base/help center content to prioritize improvements.
  • •Excellent people leadership with coaching, prioritization, and experience scaling SOP frameworks and process mapping practices.
Experience:3+ yearsContact centerBPOOutsourced servicesCustomer experience
Skills:People leadershipCoachingPrioritizationWritingEditingInformation architectureCross-functional collaborationGovernanceStakeholder management
Languages:English
Tech Stack:SalesforceWhimsicalLucidchart

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Roadie
Operates a crowdsourced, same-day and last-mile delivery platform that connects businesses and individuals with drivers already heading the right way to deliver packages quickly and efficiently across the U.S.
Industry: Last Mile Delivery
Company Size: Large (251 to 1,000 employees)
Growth: Growth Stage Startup
Headquarters: Atlanta, United States
Founded: 2014
WebsiteLinkedIn