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 optimizing service delivery by developing and maintaining critical resources such as chatbots, internal knowledge articles, and self-service tools. The manager will collaborate with cross-functional teams to ensure strategies align with evolving policies and business changes, while also mentoring colleagues to adopt knowledge management best practices. The position emphasizes strategic leadership, performance metrics, and stakeholder engagement to enhance the overall member experience.

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.
• Oversee internal and member-facing knowledge bases, optimizing content for self-service solutions.
• Define specifications for knowledge, communication, and process documentation systems and oversee their implementation.
• Establish and monitor key performance indicators for knowledge management activities, reporting on their impact.
• Engage with stakeholders and subject matter experts to gather insights and drive continuous improvements.
• Mentor and lead a team of Knowledge Base Content Analysts.

Requirements

• 5-7 years of experience in program management or knowledge management within a support or customer experience organization, preferably in technology.
• Practical experience applying and implementing Knowledge Centered Service (KCS) principles and practices.
• 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 for effective collaboration with stakeholders.
• 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.