流程与内容经理
Manager, Process & Content
Roadie，UPS旗下公司，是领先的物流和配送平台，帮助企业在现代零售的复杂性中实现无与伦比的配送覆盖范围、灵活性和可视化。Roadie覆盖超过30,000个邮编区域，包括城市中心和农村社区，触及97%的美国家庭，提供无缝且可扩展的解决方案，满足各种配送需求。
全国拥有超过310,000名独立司机的网络，Roadie提供灵活的配送解决方案，使复杂的物流挑战变得简单，包括本地当日配送、大件物品配送、门店发货和仓库到门口配送。更多信息，请访问[www.roadie.com](http://www.roadie.com)。
**流程与内容经理**将领导一个团队，专注于将运营和不断变化的业务需求转化为清晰、可扩展的工作流程和内容。该职位负责Roadie客户体验（CX）客服中心的代理端流程文档、内部知识库内容和外部帮助中心内容的全流程生命周期——从流程发现和映射到内容创建、治理和版本控制。这项工作将帮助我们的内部和BPO代理在语音、聊天和电子邮件支持中提供一致、准确、及时且易于访问的Roadie体验。
**你将负责**
- 建设、领导和发展CX流程与内容团队，设定明确的优先级和标准，并指导团队成员成长
- 负责代理端流程的标准操作程序（SOP）的创建和维护，应用分层SOP框架以确保一致性和可读性
- 监督流程映射和文档编制（例如使用Whimsical等工具），将非正式实践转化为跨CX各部分的正式结构化操作流程
- 管理内部知识库文章、操作指南、参考资料和外部帮助中心内容的全流程内容生命周期（创建、审核/批准、发布、维护和退役）
- 负责内部和外部内容的知识库策略和平台管理（例如Salesforce），包括结构、可搜索性和内容生命周期
- 建立并执行文档治理：版本控制、审核频率、审批流程和过时内容的退役
- 定义、跟踪并报告关键文档健康状况和成功指标（例如使用率、可检索性、问题解决率、过时情况），以推动持续改进，保持相关方的参与
查看英文原文
Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.
With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit [www.roadie.com](http://www.roadie.com).
The **Manager, Process & Content** will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie's Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support.
**What You’ll Do**
- Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth
- Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability
- Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments
- Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content
- Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle
- Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content
- Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress
- Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort
- Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content
- Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites
- Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content
**What You Bring**
- 3+ years leading process and content functions in a contact center environment
- Experience supporting outsourced services or BPO operations, maintaining consistent processes and content
- Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content
- Experience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements
- Excellent people leadership background, bringing coaching and prioritization experience to support a scaling team
- Experience building or scaling SOP frameworks and process mapping practices from the ground up
- Excellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences
- Familiarity with process mapping tools (e.g., Whimsical, Lucidchart)
- Experience working cross-functionally with Training Delivery, Quality, and Operations leaders
**Why Roadie?**
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done
**This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.**