Lead, Support Content Program Manager
$142,000–$214,000 year
On-siteLos Angeles, California, United States
Job Summary
Own the end-to-end support content program and surfaces, including the help center, in-app support, chatbots, and AI agents. Define the roadmap, run operating rhythms, and build, configure, test, and troubleshoot systems to improve content discovery and issue resolution at scale. Write, edit, and publish content for product launches, policy changes, and workflow updates while maintaining style guides and taxonomy. Optimize AI-assisted authoring workflows and chatbot answer flows, act as a first responder during incidents, and govern regulatory intake and appeals paths. Maintain platform hygiene for authentication, integrations, and access management, while driving measurable improvements in automation rates and reliability.
Required Qualifications
- BA/BS degree or equivalent years of experience in Communications, Operations, Marketing, or a related field
- 6+ years of experience in program or project management, support or marketing content, or a closely related field
- Experience owning support or help content, customer support operations, or programs that serve large consumer audiences
- Hands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions
- Minimum Qualifications
- 6+ years of experience in program or project management, support or marketing content, or a closely related field
- Experience owning support or help content, customer support operations, or programs that serve large consumer audiences
- Hands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions
Desired Qualifications
- Experience operating a support chatbot or conversational-AI support surface in production, including authoring answer flows and troubleshooting live behavior
- Experience building lightweight internal tooling or workflow automation, including with AI-assisted development tools
- Experience operationalizing regulatory or compliance requirements into support flows, intake and reporting forms, or appeals and escalation paths
- Experience with Zendesk administration, integrations, and authentication or token migrations, and familiarity with ticketing tools such as Jira
- Experience with localization and quality-assurance teams, processes, and systems
- Experience analyzing and improving website or in-app search and content discovery (SEO)
- Web content development experience, including HTML and CSS
- Previous experience at a consumer technology, communications, or social media company
- Passion for supporting the Snapchat community and understanding what makes for a great customer, business, and platform experience
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