{"schemaVersion":"jobsearcher.job.v1","id":"fbe7ac2ad506bb78fe73cf66","url":"https://jobsearcher.com/jobs/fbe7ac2ad506bb78fe73cf66","canonicalUrl":"https://jobsearcher.com/jobs/fbe7ac2ad506bb78fe73cf66","title":"Digital Support Program Manager","description":"Who are we?\n\nSmarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.\n\nSummary\n\nThe Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community. The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals.\n\nThis role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences. By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement.\n\nHow will you contribute?\nKnowledgebase (KCS Program Leadership)\nManage the KCS strategy, roadmap, and adoption across global Support teams.\nOversee the knowledge base to ensure content quality, accuracy, structure, and usability.\nFacilitate KCS training, workshops, and ongoing coaching for the global Support organization.\nPartner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.\nLead KCS dashboard reviews with Leadership and guide data-driven decisions.\nCoordinate recurring KM program evaluations, audits, and health checks.\nOversee the article quality monitoring program and ensure corrective actions.\nDrive content tuning initiatives to improve customer self-service success.\nMaintain the KCS Rewards & Recognition program to encourage participation and excellence.\nContribute to the Content Council and act on opportunities identified across teams.\nCollaborate with AI and KDE teams to identify, prioritize, and close content gaps.\nPartner with the Digital Support team to improve content findability and search experience.\nExpand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.\n\nCommunity (Peer-to-Peer Program Leadership)\nOversee the health, growth, and effectiveness of the online peer-to-peer community.\nCollaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.\nCreate, maintain, and improve moderation playbooks, workflows, and best practices.\nFacilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.\nEnsure community-related roles are staffed, trained, and operating effectively across all product lines.\nManage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.\nPerform administrative functions such as account unlocks, password resets, and display name updates.\nSupport other duties as needed to ensure operational excellence and community success.\nWhat will you bring?\n1–3 years of experience as a Program Manager or similar role with measurable success.\nProven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.\nExceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.\nStrong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.\nDemonstrated leadership across teams and projects, influencing without direct authority.\nExperience in support operations, self-service programs, KCS, and/or online community environments.\nAbility to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.\nStrong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.\nA positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.\nEffective presentation and stakeholder engagement skills, comfortable representing programs to leadership.\nConfident building relationships and delivering training, coaching, and enablement to colleagues.\nA deep understanding of KCS methodology, processes, and objectives.\nStrong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.\nHighly effective at collaborating across teams, functions, and organizational levels.\nProven success in teaching, coaching, and coordinating complex, multi-team initiatives.\nBachelor’s degree or equivalent practical experience.\nA naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.\nAbility to travel 5–10% as needed.\n\nThe above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.\n\nThe salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.\n\nLocal cost of living assessments are done for each new hire at the time of offer.\nAbout our culture\n\nSmarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.","company":"Smarsh","rawCompany":"smarsh","city":"Portland","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-05-26T08:34:22.891Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"516210","title":"Media Streaming Distribution Services, Social Networks, and Other Media Networks and Content Providers","slug":"media-streaming-distribution-services-social-networks-and-other-media-networks-and-content-providers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Digital Support Program Manager","description":"Who are we?\n\nSmarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.\n\nSummary\n\nThe Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community. The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals.\n\nThis role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences. By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement.\n\nHow will you contribute?\nKnowledgebase (KCS Program Leadership)\nManage the KCS strategy, roadmap, and adoption across global Support teams.\nOversee the knowledge base to ensure content quality, accuracy, structure, and usability.\nFacilitate KCS training, workshops, and ongoing coaching for the global Support organization.\nPartner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.\nLead KCS dashboard reviews with Leadership and guide data-driven decisions.\nCoordinate recurring KM program evaluations, audits, and health checks.\nOversee the article quality monitoring program and ensure corrective actions.\nDrive content tuning initiatives to improve customer self-service success.\nMaintain the KCS Rewards & Recognition program to encourage participation and excellence.\nContribute to the Content Council and act on opportunities identified across teams.\nCollaborate with AI and KDE teams to identify, prioritize, and close content gaps.\nPartner with the Digital Support team to improve content findability and search experience.\nExpand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.\n\nCommunity (Peer-to-Peer Program Leadership)\nOversee the health, growth, and effectiveness of the online peer-to-peer community.\nCollaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.\nCreate, maintain, and improve moderation playbooks, workflows, and best practices.\nFacilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.\nEnsure community-related roles are staffed, trained, and operating effectively across all product lines.\nManage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.\nPerform administrative functions such as account unlocks, password resets, and display name updates.\nSupport other duties as needed to ensure operational excellence and community success.\nWhat will you bring?\n1–3 years of experience as a Program Manager or similar role with measurable success.\nProven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.\nExceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.\nStrong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.\nDemonstrated leadership across teams and projects, influencing without direct authority.\nExperience in support operations, self-service programs, KCS, and/or online community environments.\nAbility to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.\nStrong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.\nA positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.\nEffective presentation and stakeholder engagement skills, comfortable representing programs to leadership.\nConfident building relationships and delivering training, coaching, and enablement to colleagues.\nA deep understanding of KCS methodology, processes, and objectives.\nStrong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.\nHighly effective at collaborating across teams, functions, and organizational levels.\nProven success in teaching, coaching, and coordinating complex, multi-team initiatives.\nBachelor’s degree or equivalent practical experience.\nA naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.\nAbility to travel 5–10% as needed.\n\nThe above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.\n\nThe salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.\n\nLocal cost of living assessments are done for each new hire at the time of offer.\nAbout our culture\n\nSmarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.","datePosted":"2026-05-26T08:34:22.891Z","dateModified":"2026-05-26T08:34:22.891Z","hiringOrganization":{"@type":"Organization","name":"Smarsh","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Portland","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"fbe7ac2ad506bb78fe73cf66"},"url":"https://jobsearcher.com/jobs/fbe7ac2ad506bb78fe73cf66"}}