Note: The job is a remote job and is open to candidates in USA. Rippling is hiring a Senior Program Manager, Knowledge to own the internal and external Knowledge roadmap for its global Support organization. The role focuses on scaling customer self-service, improving agent access to accurate information, and using AI and automation to keep knowledge structured and up to date.

Responsibilities

• External Knowledge Scaling & Deflection: Drive the expansion and continuous improvement of our external-facing help center, elevating both the quantity and quality of public articles to maximize customer self-service and boost ticket deflection rates
• Internal Knowledge & Agent Efficacy: Overhaul the structure, clarity, and depth of our internal Confluence space to power high-performance agent-assist tools, ensuring customer support teams have immediate access to accurate, actionable insights
• AI-First Continuity & Governance: Champion an AI-first approach to data structuring, establishing automated or highly efficient workflows that keep our entire knowledge ecosystem exhaustive, perfectly formatted for LLM consumption, and consistently up to date
• Architect the Dual-Purpose Knowledge Strategy: Completely overhaul and organize our internal Confluence instance for product, process, and policies. You will establish the frameworks, templates, and structures that make our data instantly readable for humans and optimized for AI chunking/ingestion
• Empower Support Leads as an AI Knowledge Consultant: Work side-by-side with Customer Support Leads to map out top-tier deflection opportunities. You will help them translate messy product updates and tribal knowledge into clear, structured, and accurate documentation
• Build the Knowledge Expansion Engine: Create and scale "text cleaning" and content generation loops for continuity and governance. You will build workflows that automatically capture insights from resolved tickets, Slack threads, and Jira bugs, converting them into polished internal and external knowledge articles
• Optimize AI Deflection & Accuracy: Directly diagnose where our customer-facing AI bots and internal agent-assist tools get confused. You will ruthlessly refine content layouts, semantic keywords, and underlying data structures to eliminate AI hallucinations and boost automated deflection rates

Skills

• You have 5 – 7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale
• You think in data hierarchies, taxonomies, and cross-functional structures
• You approach problems with an AI-first mindset, instinctively looking to automate tasks and streamline manual processes before building traditional workflows
• You have a proven track record of using generative AI, LLMs, and automation platforms to eliminate administrative overhead, auto-tag documentation, and orchestrate smart information pipelines
• You are comfortable operating entirely alone as the sole builder of this roadmap
• You excel at partnering with busy Support Leads, extraction of complex information, and turning it into organized systems without needing an active development team
• You know how to measure the direct ROI of knowledge
• You can track support ticket trends, query SQL, analyze deflection metrics, and pinpoint exactly where information gaps are impacting customer satisfaction
• Expert-level knowledge infrastructure experience (Confluence, JIRA, Salesforce Knowledge)
• Deep familiarity with prompt engineering and the LLM landscape (OpenAI, Anthropic, Gemini)
• Expertise in SQL/Snowflake to wrangle data and generate insights
• Expert in text automation and parsing skills (e.g., Zapier, regex, AI content pipelines)
• Understanding of text chunking, embedding models, and vector retrieval actually work. You know how formatting choices (like clean Markdown or structural HTML) directly affects an AI's ability to pull the right answer

Benefits

• Equity
• Remote (United States)

Company Overview

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