Sr. Manager, Support Knowledge and Content

Peloton - Plano, TX

Full-time - Mid Level

Plano, TX

Miscellaneous Manufacturing

About the position

The Senior Manager of Support Knowledge and Content at Peloton is responsible for transforming member support services through expert knowledge management. This role focuses on enhancing the effectiveness of the support center and improving the overall member experience by developing and maintaining critical resources such as chatbots, internal knowledge articles, and self-service tools. The position requires collaboration with cross-functional teams to ensure alignment with evolving policies and business changes, while also championing knowledge management best practices within the Member Support team.

Responsibilities

• Spearhead the development and execution of strategic knowledge management initiatives to enhance support services and member experience.
• Lead cross-functional teams in integrating knowledge management practices into daily support operations, ensuring content accuracy and effectiveness.
• Oversee the internal and member-facing knowledge base, optimizing content for self-service solutions and member satisfaction.
• Define specifications for knowledge, communication, and process documentation systems, overseeing their implementation with technical teams.
• Establish and monitor key performance indicators for knowledge management activities, reporting on their impact for strategy adjustments.
• Engage with stakeholders and subject matter experts to gather insights into customer and employee needs, driving continuous improvements.
• Mentor and lead a team of Knowledge Base Content Analysts to maintain and update content and support service delivery.

Requirements

• 5-7 years of experience in program management or knowledge management within a support or customer experience organization, preferably in the technology industry.
• Practical experience applying and implementing Knowledge Centered Service (KCS) principles and practices.
• Previous experience building and supporting Generative AI chatbots, with bonus experience using Ada.
• Demonstrated experience in using Gen. AI tooling and building self-service knowledge bases.
• 2+ years of experience building Knowledge bases in Salesforce.
• Strong verbal and written communication skills, with the ability to collaborate effectively with stakeholders.
• Demonstrated ability to adapt to new technologies and learn quickly, staying abreast of emerging trends.
• High levels of emotional intelligence (EQ), empathy, and proactivity.

Nice-to-haves

• German language speaking skills a plus.