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QA/Training/Content Manager

Fi · New York, États-Unis d'Amérique · Hybrid

$83,200.00  -  $104,000.00

  • Bureau à New York
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Description

Welcome to Fi.
 
We’re a passionate team from Square, Google, TikTok, Peloton, Uber, and more working to transform the human-pet relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning.
 
The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pet feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.
 
If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of pet ownership together.
 
Fi is looking for a QA/Training/Content Manager!

Fi is looking for a QA/Training/Content Manager to own our knowledge and training ecosystem during a pivotal period of AI-driven transformation and international growth. The way customers and agents access information is changing fast — and we're building ahead of it. We're moving past static FAQs and canned responses toward an AI-optimized content ecosystem where the right answer reaches the right person before they even have to look. This role sits at the center of that shift, owning Fi's Help Center, internal knowledge base, and agent training programs across a period of significant product launches and international expansion.

This is a full-time contractor role (~6–7 months) covering a planned maternity leave from mid-May/June 2026 through December 2026. You'll start 4–6 weeks before the leave begins, work directly with the current Senior Manager through handoff, then take full ownership from there.

What You'll Do:

  • AI-Optimized Content Strategy: Own Help Center and IKB content with an AI-first mindset. Partner with our AI team to optimize content for Decagon, improving answer accuracy and resolution rates. Contribute to our goal of 90%+ AI bot solves.
  • Help Center & Knowledge Management: Own day-to-day management, optimization, and governance of Fi's external Help Center and internal Knowledge Base. Keep content accurate and aligned with product updates, policy changes, and new launches — including international adaptation for EU markets.
  • Training Program Oversight: Oversee agent training for internal and BPO teams. Maintain LMS content, ensure compliance, and support new product launch training as needed.
  • QA Program Innovation and Oversight: Identify and close gaps between QA outcomes and training workflows, ensuring low scores trigger appropriate retraining and coaching interventions. Run calibration sessions to diagnose whether score variances stem from rubric issues, grader inconsistency, or agent performance. Evaluate QA tooling effectiveness and recommend improvements to support program goals. Build reporting and visibility into QA trends across the team, surfacing insights to CX leadership
  • Team Leadership: Provide day-to-day direction to the Content Specialist and Training Lead. Be the primary point of contact for cross-functional stakeholders and keep the VP of CX looped in on progress, blockers, and decisions.

    • What You'll Bring:

  • 5+ years in CX content, knowledge management, or enablement roles
  • 2+ years managing or leading a content/training function
  • Hands-on experience with AI tools in a CX context — deflection, agent assist, chatbots, or content optimization for AI consumption
  • Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar)
  • Strong project management skills; comfortable with Asana or similar tools
  • Excellent written communication — you write clear, customer-friendly content quickly
  • Bonus: experience optimizing content specifically for AI/LLM consumption (structured data, semantic chunking, intent mapping), familiarity with platforms like Decagon, Ada, or Forethought, a background in DTC/consumer tech or hardware, or experience working with BPO partners

    • Additional Information

    Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time.