{"schemaVersion":"jobsearcher.job.v1","id":"7ea94d00a51db696bd00a382","url":"https://jobsearcher.com/jobs/7ea94d00a51db696bd00a382","canonicalUrl":"https://jobsearcher.com/jobs/7ea94d00a51db696bd00a382","title":"Manager, Process & Content","description":"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.\n\nWith 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.\n\nThe 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.\n\nWhat You’ll Do\n\nBuild, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth\nOwn SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability\nOversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments\nManage 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\nOwn knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle\nEstablish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content\nDefine, 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\nPartner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort\nPartner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content\nManage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites\nPartner 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\n\nWhat You Bring\n\n3+ years leading process and content functions in a contact center environment\nExperience supporting outsourced services or BPO operations, maintaining consistent processes and content\nStrong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content\nExperience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements\nExcellent people leadership background, bringing coaching and prioritization experience to support a scaling team\nExperience building or scaling SOP frameworks and process mapping practices from the ground up\nExcellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences\nFamiliarity with process mapping tools (e.g., Whimsical, Lucidchart)\nExperience working cross-functionally with Training Delivery, Quality, and Operations leaders\n\nWhy Roadie?\n\nCompetitive compensation packages\n100% covered health insurance premiums for yourself\n401k with company match\nTuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)\nFlexible work schedule with unlimited PTO\nMonthly 3-day weekends\nMonthly WFH stipend\nPaid sabbatical leave- tenured team members are given time to rest, relax, and explore\nThe technology you need to get the job done\n\nThis role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.","company":"Roadie","rawCompany":"roadie","city":"Myrtle Point","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-09-29T11:43:32.869Z","occupations":[{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561499","title":"All Other Business Support Services","slug":"all-other-business-support-services"},{"code":"492210","title":"Local Messengers and Local Delivery","slug":"local-messengers-and-local-delivery"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Process & Content","description":"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.\n\nWith 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.\n\nThe 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.\n\nWhat You’ll Do\n\nBuild, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth\nOwn SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability\nOversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments\nManage 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\nOwn knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle\nEstablish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content\nDefine, 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\nPartner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort\nPartner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content\nManage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites\nPartner 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\n\nWhat You Bring\n\n3+ years leading process and content functions in a contact center environment\nExperience supporting outsourced services or BPO operations, maintaining consistent processes and content\nStrong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content\nExperience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements\nExcellent people leadership background, bringing coaching and prioritization experience to support a scaling team\nExperience building or scaling SOP frameworks and process mapping practices from the ground up\nExcellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences\nFamiliarity with process mapping tools (e.g., Whimsical, Lucidchart)\nExperience working cross-functionally with Training Delivery, Quality, and Operations leaders\n\nWhy Roadie?\n\nCompetitive compensation packages\n100% covered health insurance premiums for yourself\n401k with company match\nTuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)\nFlexible work schedule with unlimited PTO\nMonthly 3-day weekends\nMonthly WFH stipend\nPaid sabbatical leave- tenured team members are given time to rest, relax, and explore\nThe technology you need to get the job done\n\nThis role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.","datePosted":"2026-09-29T11:43:32.869Z","dateModified":"2026-09-29T11:43:32.869Z","hiringOrganization":{"@type":"Organization","name":"Roadie","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Myrtle Point","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7ea94d00a51db696bd00a382"},"url":"https://jobsearcher.com/jobs/7ea94d00a51db696bd00a382"}}