An overview of this role

We are seeking an experienced and motivated Program Manager to lead, define, and develop our knowledge base (KB) for the customer support team, using Knowledge-Centered Service (KCS) methodology. This leader will focus on creating a high-quality, user-centric knowledge base in Zendesk, enabling our support team to resolve issues efficiently and empowering customers with self-service solutions. This role requires expertise in knowledge base best practices, a customer-first mentality, and the ability to work cross-functionally with product, engineering, and support teams.

What you’ll do  

Knowledge Base Strategy and Vision:

• Define and drive the vision and strategy for the Knowledge Base, aligning with company goals to enhance customer satisfaction and streamline support processes.
•  Develop and maintain a content roadmap for the knowledge base, setting measurable goals for usage, relevance, and quality, leveraging KCS principles.

Content Development and Management (KCS-based):

•  Lead and manage the creation, organization, and optimization of knowledge articles following KCS methodology to ensure content accuracy, relevance, and accessibility.
•  Implement a KCS-driven workflow to capture, structure, and reuse knowledge effectively, empowering the team to document resolutions in real-time.
•  Develop standardized templates and guidelines based on KCS practices, promoting consistent knowledge base content creation and upkeep.

Team Leadership and KCS Coaching:

•  Manage and mentor a team of knowledge base contributors, writers, and support agents, fostering a collaborative and continuous improvement environment.
•  Provide coaching, training, and performance feedback on KCS methodologies to empower team members and improve knowledge management skills.
•  Encourage KCS-aligned content contributions from support agents, setting up processes and providing training to support efficient documentation.

Zendesk Knowledge Management:

•  Lead the design, implementation, and ongoing optimization of the Zendesk knowledge base, leveraging its tools and analytics to support KCS practices.
•  Ensure Zendesk is configured to support KCS workflows, facilitating knowledge capture, reuse, and customer self-service.
•  Stay current with Zendesk features, KCS practices, and industry trends to continuously improve the knowledge base experience.

User Experience and Content Optimization (KCS-Aligned):

•  Use KCS insights to analyze user feedback, search patterns, and content gaps to optimize the knowledge base structure and navigation.
•  Implement SEO best practices and adapt KCS practices to improve content discoverability and relevance.
•  Monitor KPIs, including article usage, deflection rates, and customer satisfaction, aligning improvements with KCS objectives.

Cross-Functional Collaboration:

•  Partner with product and engineering teams to ensure new features and updates are well-documented and integrated into the knowledge base.
•  Work closely with support managers to align knowledge base and KCS initiatives with the broader support strategy.
•  Act as the voice of the customer, advocating for improvements based on knowledge base and KCS insights and usage data.

About the team

The Technical Program Manager will sit within the Support Readiness team. The Support Readiness team is a team-within-a-team that makes sure that Customer Support is able to delight GitLab’s customers. We’re composed of a variety of specialists who focus on our operational, training and data needs. There’s plenty of opportunity to cross-train and extend into new areas, as we (like GitLab globally) hold that everyone can contribute. 

As a smaller section of a larger org, we have a small team feel while we work together to build the good bones that a Support organization needs to succeed.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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