Help Center/Customer Support Production Ops Program Manager

Overview In this role you will own the multimedia content lifecycle for Help Center initiatives, coordinating with content strategists, vendors, and internal partners. You’ll drive production workflows for video, animations, GIFs, and newsletters while ensuring branding, accessibility, and timely delivery. You’ll partner across teams to execute the content strategy and scale outreach through official channels. This is a hands-on, cross-functional role that combines program management with operational excellence to impact customer support content. You’ll work in a collaborative environment focused on process improvements and measurable outcomes. ResponsibilitiesOwn end-to-end multimedia content lifecycle: intake, budgeting, scheduling, tracking, and publicationServe as liaison for content escalations and production delays, coordinating with vendors and stakeholdersManage vendor relationships: asset creation, reviews, timelines, and escalationsDevelop and refine SOPs for multimedia workflows, quality checks, and accessibility complianceSupport tooling initiatives: evaluate tools, develop scoring rubrics, and gather vendor feedbackDrive monthly internal communications, including video newsletters and team updatesPrioritize multimedia requests from content strategists across product areasEnsure branding and style guides align with evolving marketing standardsProvide operational support for metrics reporting and stakeholder communications Key requirements5–7 years of program management experience, especially in content, media production, or operationsExperience managing video or multimedia production workflows with vendorsExperience in customer support or help center environments, including handling escalationsStrong project management with milestone tracking and multi-request coordinationProficiency with standard productivity and collaboration toolsExcellent written and verbal communication for cross-functional collaborationExperience with compliance-driven content or operational programs (e.g., accessibility)cross-functional collaborationclear communicationproblem solvingvideo/multimedia production coordinationSOP developmentvendor management