Contact Center Process Manager

Job Summary

Leading a team focused on process documentation and content management, the remote Manager, Process & Content will oversee the lifecycle of agent-facing processes and knowledge base content for the Customer Experience contact center, ensuring clarity and consistency across support channels.

Key responsibilities

• Build and develop the CX Process and Content teams, setting priorities and coaching team members
• Manage SOP creation and maintenance, ensuring consistency and readability in agent-facing processes
• Oversee the end-to-end content lifecycle for internal and external knowledge base articles and help center content

Required qualifications

• 3+ years of experience leading process and content functions in a contact center environment
• Strong background in knowledge base/content strategy, including experience with platforms like Salesforce
• Proven ability to measure and report on the effectiveness of processes and content
• Experience in building or scaling SOP frameworks and process mapping practices
• Familiarity with process mapping tools such as Whimsical or Lucidchart