Contact Center Process Manager

Leading a team focused on process documentation and content management, the remote Manager, Process & Content will oversee the lifecycle of agent-facing processes and knowledge base content for the Customer Experience contact center, ensuring clarity and consistency across support channels. Key responsibilities Build and develop the CX Process and Content teams, setting priorities and coaching team members Manage SOP creation and maintenance, ensuring consistency and readability in agent-facing processes Oversee the end-to-end content lifecycle for internal and external knowledge base articles and help center content Required qualifications 3+ years of experience leading process and content functions in a contact center environment Strong background in knowledge base/content strategy, including experience with platforms like Salesforce Proven ability to measure and report on the effectiveness of processes and content Experience in building or scaling SOP frameworks and process mapping practices Familiarity with process mapping tools such as Whimsical or Lucidchart