Program Manager • Mid-Level

Who you are

You have a strong background in program management, ideally with experience in digital support strategies. You understand the importance of customer experience and have a proven track record of driving operational excellence in a tech environment. Your ability to coordinate cross-functional teams and manage day-to-day execution is key to your success in this role. You are passionate about knowledge management and community engagement, and you thrive in environments that require strategic thinking and operational execution. You possess excellent communication skills, allowing you to effectively engage with stakeholders at all levels of the organization. You are adaptable and can navigate the complexities of a growing organization while maintaining a focus on customer success.

What you'll do

As the Digital Support Program Manager, you will play a critical role in advancing Smarsh’s digital-first support strategy. You will oversee the Knowledge-Centered Service (KCS) and peer-to-peer online community initiatives, ensuring they are healthy, scalable, and aligned with organizational goals. Your responsibilities will include creating a vision for digital support practices, managing the execution of these initiatives, and coordinating with various stakeholders to enhance customer empowerment. You will shape how knowledge is created and shared within the organization, directly impacting customer success and digital engagement. Your role will also involve analyzing the effectiveness of current support strategies and making data-driven recommendations for improvement. You will work closely with support teams to deliver exceptional self-service experiences and drive case deflection through effective knowledge management.

What we offer

At Smarsh, you will be part of a dynamic team that is committed to innovation and excellence in digital communications. We offer a collaborative work environment where your contributions will directly impact our customers and the organization. You will have opportunities for professional growth and development as we continue to expand our reach in regulated industries. Join us in our mission to empower organizations to manage risk and unleash intelligence in their digital communications.