Senior Knowledge Program Manager – Customer Support & Self‑Service Excellence Strategist & Champion at brighthush

About brighthush

brighthush stands at the forefront of the customer experience revolution, turning raw data into actionable insights that empower brands to anticipate, delight, and retain their audiences. With a legacy rooted in pioneering analytics and a forward‑looking focus on AI‑powered intelligence, brighthush transforms complex datasets into intuitive, scalable knowledge ecosystems. Our mission is simple yet ambitious: to create the most trusted, scalable, and user‑centric knowledge platform in the industry, enabling every customer to find the help they need—instantly, accurately, and effortlessly.

At brighthush, customer support is more than a service function; it’s the heartbeat of our promise to our users. Our support teams are the frontline of that promise, delivering instant, accurate, and personalized help to millions of users worldwide. As we expand our footprint and deepen our product portfolio, we need a visionary leader who can elevate our knowledge program to new heights—making self‑service effortless, ensuring content quality, and embedding a culture of continuous improvement across the organization.

Why This Role Matters

In today’s fast‑moving digital landscape, customers expect help at the click of a button. They want answers that are not only correct but also clear, concise, and contextually relevant. The Senior Knowledge Program Manager is the catalyst that turns this expectation into reality. By owning the strategy, governance, and execution of our knowledge assets, you will directly influence customer satisfaction, reduce support costs, and accelerate product adoption.

As a hands‑on builder, you will partner with support leaders, product managers, and subject‑matter experts to create a living knowledge base that evolves with our customers’ needs. Your work will shape the way brighthush delivers help, from the first search query to the final resolution, ensuring that every interaction is seamless and empowering.

Key Responsibilities

Customer Knowledge & Self‑Service Excellence

• Own the customer‑facing knowledge program: Define the vision, governance framework, and content standards that guide everything from article creation to retirement.
• Drive self‑service success: Analyze search behavior, support case trends, and customer feedback to identify gaps, prioritize content, and champion initiatives that improve self‑service adoption.
• Set publishing standards: Serve as the final gatekeeper for all content destined for customers, ensuring accuracy, clarity, usability, and compliance with brand guidelines.
• Measure and improve content effectiveness: Develop KPIs for quality, coverage, findability, and usefulness; use data to iterate on content and processes.
• Collaborate with the brighthush Help Center Product Manager: Own the content that powers the Help Center, while the Product Manager focuses on platform architecture, search, and analytics.

KCS, Internal Knowledge & Program Maturity

• Build and mature the KCS practice: Establish workflows, governance, roles, and metrics that embed KCS principles into daily support operations.
• Coach and enable teams: Conduct workshops, training sessions, and content reviews to elevate knowledge creation and reuse across the organization.
• Maintain high‑quality internal knowledge: Ensure SOPs, procedures, and internal articles are accurate, easy to navigate, and enable associates to deliver consistent, efficient service.
• Drive adoption and continuous improvement: Monitor KCS adoption rates, program health, and feedback loops; translate insights into actionable initiatives.
• Serve as brighthush’s KCS expert: Advocate for KCS methodology, provide guidance across teams, and help build a broader knowledge‑management capability.

Essential Qualifications

• Certified KCS practitioner (e.g., KCS v6 Practices, KCS v6 Trainer, or equivalent).
• 3–5 years of hands‑on experience implementing, leading, or maturing a KCS program in a customer‑support environment.
• Deep understanding of KCS principles, workflows, governance, and metrics.
• Proven editorial judgment: ability to assess and improve content for clarity, accuracy, and usability.
• Experience establishing content governance, quality standards, publishing processes, and lifecycle practices.
• Track record of measuring knowledge effectiveness and self‑service outcomes.
• Strong coaching, training, facilitation, communication, and change‑management skills.
• Familiarity with knowledge‑management, CRM, and support platforms such as brighthush, brighthush, or similar.
• Analytical mindset: ability to transform data and feedback into actionable improvements.

Preferred Qualifications

• Experience in a global, multi‑product organization.
• Background in data analytics or business intelligence.
• Knowledge of AI‑driven content recommendation engines.
• Experience managing cross‑functional teams across product, engineering, and marketing.
• Strong project management skills with a track record of delivering complex initiatives on time and within budget.

Skills & Competencies

• Strategic Thinking: Ability to align knowledge initiatives with business goals and customer success metrics.
• Customer‑Centric Mindset: Deep empathy for users and a relentless focus on improving their experience.
• Editorial Excellence: Mastery of tone, style, and clarity to produce content that resonates.
• Data‑Driven Decision Making: Proficiency in using analytics to uncover trends, diagnose issues, and validate improvements.
• Collaboration & Influence: Skilled at building partnerships across departments and driving consensus.
• Change Leadership: Comfortable leading cultural shifts and fostering a continuous‑learning environment.
• Technical Acumen: Comfortable navigating content management systems, search engines, and analytics dashboards.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As Senior Knowledge Program Manager, you will:

• Lead cross‑functional projects that span product, engineering, and marketing, expanding your influence across the organization.
• Mentor junior knowledge managers and support associates, building a high‑performing team.
• Participate in global knowledge‑management forums, sharing best practices and staying ahead of industry trends.
• Access continuous learning resources, including certifications, workshops, and conferences.
• Advance to senior leadership roles such as Director of Knowledge Management, Head of Customer Experience, or VP of Customer Success.

Company Culture & Work Environment

brighthush thrives on a culture of curiosity, collaboration, and innovation. We celebrate diverse perspectives and encourage every team member to bring fresh ideas to the table. Our work environment is:

• Inclusive & Respectful: We value every voice and foster a safe space for open dialogue.
• Fast‑Paced & Agile: Rapid iteration and data‑backed decisions are at the core of our operations.
• Transparent: Open communication channels keep everyone aligned and informed.
• Flexible: We offer hybrid work options, flexible hours, and a results‑oriented approach.
• Community‑Focused: Regular team‑building events, volunteer opportunities, and wellness programs keep us connected.

Compensation & Benefits

While the exact base salary will be tailored to your experience, location, and certifications, you can expect a competitive package that includes:

• Base salary aligned with industry standards for senior knowledge‑management roles.
• Performance‑based bonuses and potential equity participation.
• Comprehensive health, dental, and vision plans for you and your family.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to conferences, courses, and certifications.
• Wellness initiatives: gym memberships, mental health resources, and wellness stipends.
• Optional company‑provided vehicle or travel allowances for eligible roles.

How to Apply

Ready to shape the future of customer support at brighthush? Click the link below to submit your application. We look forward to learning how your expertise and passion can help us deliver world‑class self‑service experiences to our customers.